Porch Group · 12 hours ago
Customer Experience Program Manager
United States
Full-time
Remote
Senior Level, Lead/Staff
8+ years expPorch Group is a leading vertical software and insurance platform, and they are seeking a Customer Experience Program Manager to enhance their customer experience across various business units. This role involves managing cross-functional initiatives, improving customer satisfaction, and delivering a seamless customer journey.
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Responsibilities
Customer Journey Ownership: Develop and maintain high-level customer journey maps, identifying key touchpoints and magical moments
Program Management & Coordination: Lead cross-functional initiatives across support, claims, concierge, product, moving, and warranty teams to ensure alignment and execution of customer experience goals
CSAT & NPS Strategy: Implement and monitor customer satisfaction (CSAT) and Net Promoter Score (NPS) programs across interactions such as welcome calls, support, and claims. Drive initiatives like 'Make It Right' to resolve negative experiences and push positive reviews to platforms like Trustpilot and BBB
Magical Moments Delivery: Curate and operationalize magical moments that surprise and delight customers—such as proactive warranty introductions, white-glove claims support, and 24/7 customer service
Process Improvement: Identify friction points in the customer journey and lead efforts to improve processes, systems, and communications across business units
Stakeholder Engagement: Provide regular updates to leadership and stakeholders on program status, risks, and outcomes. Facilitate alignment with strategic goals and OKRs
Platform Integration: Collaborate with product and engineering teams to ensure customer experience initiatives are reflected in the Porch app and other digital platforms
Qualification
Required
Bachelor's degree in business, operations, marketing, or related field
8+ years of experience in program management, customer experience, or operations
Proven ability to lead cross-functional initiatives and manage complex projects
Strong communication and stakeholder management skills
Experience with customer satisfaction metrics and feedback systems
Proficiency in project planning tools and data analysis (Excel, PowerPoint)
Proven experience working with US based business teams
Excellent written and communication skills in English language
Ability to work within core US business hours / time zone expectations - Eastern Standard Time (EST) overlap
Workspace: A quiet space to work, an internet connection of at least 30 Mbps download | 10 Mbps upload
Preferred
Experience in insurance, SaaS, or home services industries
Familiarity with CRM platforms and customer support systems (e.g., Freshdesk, Brightcore)
PMP or equivalent project management certification
Experience designing and implementing customer journey maps
Strong analytical and storytelling skills to translate data into actionable insights
Benefits
Medical insurance
Accident insurance
Retiral benefits
12 company-paid holidays
2 flexible holidays
Privilege/earned leave
Casual/sick leave
Paid maternity and paternity Leaves
Weekly wellness events
Company
Porch Group
Porch Group is a vertical software platform for residential environments.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
$782.85MKey Investors
Wellington ManagementRunway Growth CapitalValor Equity Partners
2025-05-19Post Ipo Debt· $134M
2023-04-17Post Ipo Debt· $333M
2022-04-15Post Ipo Equity· $4M
Leadership Team
Matt Ehrlichman
Founder, CEO
Jake Cooney
Design Director and Co-founder
Recent News
2025-11-10
2025-11-10
Company data provided by crunchbase