Senior Program Manager - Customer Experience

About this role

Are you adaptable? Do you thrive in a fast-paced, tech-driven environment where projects evolve on the fly? Then we’d like to meet you! We are looking for a proactive, motivated, resourceful, and ultra-organized Senior Program Manager - Customer Experience who can rise to the challenge of our company’s rapid global expansion.

As a Senior Program Manager, you will be responsible for planning, managing, and ensuring timely delivery of a wide variety of workstreams, as well as defining, documenting, and implementing process improvements to raise efficiency and quality. Delivering in an Agile setting, you will be focused on our Customer Experience team and will have a major impact on key areas of the business.

This role requires exceptional stakeholder management and interpersonal skills, as our teams are globally distributed and culturally diverse.

How we work

Most of us are organized into cross-functional teams that can independently deliver great business results with minimal dependencies. We’ve grouped these teams together based on the KPIs they own, and each of these groups in turn has a dedicated leadership team. The leadership team provides guidance, helps set strategy, and allocates resources. To further support these teams we have dedicated support functions who help fill gaps and deliver ad hoc work. Our Program Managers are a key partner for all three of these areas, so the range of stakeholders and types of work that we help deliver vary greatly.

Role Responsibilities

Your responsibilities will include:

Delivering multiple projects simultaneously, including: defining requirements and timelines; developing and executing detailed plans; tracking projects to ensure on-time delivery within scope and budget, with the flexibility and agility to change and adapt as you go;

Contributing to hiring processes and onboarding your new team members expertly to ensure they can hit the ground running.

Developing effective communication strategies to coordinate between various teams while keeping cross-functional stakeholders and leaders informed on progress, challenges, and risks, and providing reporting when needed.

Working closely with stakeholders and leaders to ensure we tackle the highest priority work that delivers the most significant value to the business.

Leveraging your high-level overview to proactively mitigate risks and resolve blockers as soon as they’re flagged. You'll need to keep the team moving while adapting to any changes that arise.

Producing crystal clear documentation such as plans, briefings, timelines, processes, stakeholder comms, or meeting notes.

Understanding different business processes and driving optimizations and improvements through a combination of process re-engineering and technological changes.

Contributing to the overall learning and development of program managers.

Role Requirements

To succeed in this role, we’d love for you to have some or most of the following skills or experience:

A proven record of delivering projects of varying sizes on time, in scope, and across different business functions, while working in a dynamic agile environment.

The ability to juggle multiple deliverables simultaneously

A knack for asking targeted, precise, and relevant questions to dig into an issue or a topic until you understand it sufficiently to be an effective member of the team

Excellent written and verbal communication in English—you will need to communicate to all levels across the business (and geographies)

You can clearly define requirements and convey them in work tickets and briefs

Comfortable driving delivery from a team with both remote and in-office team members

Working knowledge of project management software (Jira or other), along with Agile processes and procedures

Outstanding interpersonal relationship-building skills

Excellent stakeholder management skills, with stakeholders of all seniorities

Prior experience of Customer Support / Success / Experience

Can-do attitude: given a problem, you quickly understand the requirements and can output a solution

Proficient in developing spreadsheets, diagrams, and processes to document needs and communicate them with all levels of the organization

A drive to improve processes to positively impact productivity, ease of use, security, execution speed, human time spent, and more

Benefits

Health and happiness go hand in hand, and we make every effort to support our team members in all facets of their lives—both inside and outside the office. Learn more about our employee benefits by visiting our careers page.

Before you apply

At the moment, we do not sponsor visas in the EU. For Hong Kong, we require at least two years of working experience and a university degree in a related field. For Singapore and the UK, we can only sponsor visas for mid-career or above.

Please upload your resume as a PDF and do not include any salary or compensation information in it.

ExpressVPN is one of the world’s leading providers of online privacy and security services for consumers. Started in 2009, we’ve grown to have millions of active paying customers, a team of more than 700 people worldwide, and a brand recognized by hundreds of millions of people in 18 languages and more than a hundred countries. We see huge growth in our industry, and are gaining market share through strong execution.

Please note that all offers are subject to reference checks from one or more of your former managers/colleagues. For your current manager, we understand that every company has distinct HR practices, and will only speak with them at a mutually agreed-upon time that works for you.