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Arctic Wolf · 1 day ago

Senior Customer Experience Programs Manager

Eden Prairie, MN, USA

Full-time

Onsite

Senior Level

5+ years exp

Arctic Wolf is redefining the cybersecurity landscape with a mission to end cyber risk. They are seeking a Senior Customer Experience Programs Manager to act as a key liaison between senior leadership and cross-functional teams, translating strategic priorities into structured Customer Experience programs that drive efficiency and measurable outcomes.

Cyber SecurityInformation TechnologyNetwork SecuritySoftware

Growth Opportunities

Responsibilities

Strategic Execution – Guide CX programs from concept through launch, ensuring alignment with organizational goals and quality outcomes. Make recommendations on how best to achieve strategy by making sure the team and organization understand desired goals, what success looks like and by ensuring there are clearly established priorities

Program Orchestration, Alignment and Communication - Simultaneously facilitate 5-7 major programs at any given time while understanding how the program delivery complexities fit into the bigger product & service delivery vision. This will include planning and managing the timely delivery and operationalization of key customer experience motions. This position centralizes coordination between the business, sales, channel, customer success, demand and sales development by orchestrating progress from inception to delivery while ensuring alignment. Program managers act as the primary communication liaison for each program by facilitating critical conversations, taking responsibility for shared understanding of status and radiating that information in a consistent and consumable way to stakeholders. Program managers escalate and manage dependencies, issues and risks and ensure action plans are in place and collaborate with other departments to meet target milestones

Organizing for Success – For each program, ensure that a charter is established with clear objectives, resources, deliverables, and definitions of success; and that all stakeholders are aware of, and aligned with, scope and target milestones. Ensure that the team understands the plan and target milestones. Ensure program level activities are well understood through a regular cadence of team and executive communications, documentation, metrics and processes

Meeting Facilitation – Demonstrate excellent facilitation skills in moderating meetings. Examples include engaging all participants to facilitate their best contribution, sending agendas ahead of time, establishing clear objectives, managing the process to realize these objectives, capturing key content, and following up promptly on all action items

Analytics and Tools – Using an understanding of business outcomes and the principles of effective delivery, leverage analytics to radiate actionable information throughout the organization from the team to executive level. Leverage tool capabilities to automate and simplify program activities. Partners with Sales Analytics team to align on core KPIs and metrics that act as the source of truth for the organization. Leverage Salesforce, Gainsight, Planhat, and Tableau to track performance and automate activities

Team Participation & Continuous Improvement - Actively contribute to the cohesion and effectiveness of the program management team by adding new ideas, sharing successes and failures, and showing up with a continuous improvement mindset

Qualification

Customer Experience ManagementProgram ManagementAnalytical SkillsCross-functional CollaborationCommunication SkillsChange ManagementRelationship Building

Required

5+ years of experience in Customer Experience, Customer Success, or Program Management

Experience communicating and representing work to senior leadership, framing discussions to gain valuable feedback, and experience working with technical management teams to develop systems, solutions, and products

Analytical and problem-solving experience with large-scale systems

Proficient in building trust and establishing relationships across multi-disciplinary teams

Aptitude towards establishing and leading teams through multi-disciplinary relationships including sales, customer success, deployment, channel, sales development, product marketing, demand and product organizations

Strong program and project management expertise

Ability to influence and build trust across multi-disciplinary teams and senior leadership

Analytical mindset with experience leveraging data for decision-making

Some ability to assess risk and, with guidance, drive change management at the program, project, and cross-functional levels