About the Role
We are seeking a CX Program & Strategy Manager to support the evolution and scaling of Customer Experience across a growing portfolio of AI-driven healthcare clients.

This role sits at the intersection of CX analytics, process improvement, and client-facing team enablement. You will work closely with CX leadership and pod teams to bring structure, consistency, and insight to Current State Assessments (CSA), churn risk analysis, KPI tracking, and CX operations.

The ideal candidate is comfortable working with data, improving and standardizing existing frameworks, and translating customer signals into practical CX processes, templates, and recommendations that support client-facing teams.

Core Responsibilities (Ordered by Priority)

1. Current State Assessment, Risk & Customer Health Analysis

• Support and evolve the CSA (Customer Success Assessment) framework across clients
• Synthesize qualitative and quantitative inputs into clear customer health summaries
• Identify client pain points, needs, and risks, and recommend process and workflow improvements to address them
• Support consistent execution of CSA and risk reviews across clients

2. CX Hygiene Measurement & Feedback

• Design and manage CX surveys, scorecards, and feedback mechanisms
• Measure CX hygiene across clients and delivery teams
• Analyze results to identify gaps, trends, and improvement opportunities
• Share insights and recommendations with CX leadership and client-facing teams

3. Templates, Playbooks & Process Improvement

• Build, refine, and maintain CX templates, playbooks, and handbooks, informed by internal learnings and market research
• Standardize CSA, onboarding, and project management support for client management
• Improve existing CX processes to make them more repeatable and scalable
• Support prioritization frameworks that help client-facing teams focus on high-impact work

4. Data Analysis & KPI Tracking

• Analyze CX-related data from healthcare record systems and voice systems
• Support analysis of structured and unstructured data (e.g., usage data, call transcripts)
• Help define, track, and report on key CX metrics and KPIs
• Translate data findings into practical insights for CX leadership and client-facing teams

5. Program Management & Cross-Pod Support

• Help maintain cadences for CSA reviews, risk reviews, and CX reporting
• Partner with client-facing managers to align on timelines, expectations, and required inputs
• Support coordination across pods to ensure consistent CX execution

What Success Looks Like

• CSA and churn risk reviews are consistent, timely, and actionable
• CX hygiene across clients is measurable and visible
• CX templates and playbooks are actively used by client-facing teams
• CX KPIs are clearly defined, tracked, and regularly reviewed
• CX leadership has better visibility into customer health and delivery trends

Qualifications

• Experience in Customer Experience, Customer Success, Program Management, Consulting, or Operations
• Strong analytical skills and comfort working with customer and operational data
• Experience improving processes, templates, or operating models
• Ability to work across teams and manage multiple priorities
• Strong written and verbal communication skills
• Comfortable operating in fast-paced, evolving environments

Nice to Have

• Experience in US healthcare, health tech, or regulated environments
• Exposure to AI-driven or data-heavy products
• Experience working with surveys, KPIs, or customer health frameworks
• Background in consulting, CX operations, or strategy-adjacent roles

Why This Role Matters

This role will help bring consistency, insight, and structure to how Customer Experience operates at scale. You will support CX leadership and client-facing teams by improving how customer health is measured, how insights are surfaced, and how CX processes are applied day to day.