Program Manager

New York

Role Overview We are looking for a Launch Readiness Specialist to support global launch initiatives and quality improvement programs within the Customer Experience (CX) function. The ideal candidate will bring strong program management capabilities, deep understanding of customer experience operations, proactive planning skills, and the ability to manage complex, large-scale global projects. Responsibilities Serve as the primary CX liaison for global launches, product releases, regional expansions, partner integrations, and promotional campaigns. Coordinate cross-functional teams including Customer Support, Product, Engineering, Marketing, Legal, Operations, and Communications. Drive launch readiness activities by preparing documentation, timelines, workbacks, and enablement materials. Translate end-to-end customer journeys into actionable support materials for internal teams and external partners. Develop and refine global launch readiness frameworks, roles and responsibilities, stakeholder engagement models, tooling strategies, and performance metrics. Lead quality assurance initiatives by reviewing live and recorded customer interactions to improve accuracy and performance. Analyze customer feedback to identify trends and recommend operational enhancements. Monitor and optimize key customer journeys from pre-launch planning through post-launch support. Manage multiple concurrent global initiatives with varying levels of complexity and priority. Core Skills \& Qualifications Bachelor's degree in Business, Analytics, Communications, or related discipline (or equivalent experience). Experience in Program Management, Project Management, Customer Success, or Marketing. Strong background in customer experience operations and cross-functional collaboration. Proven ability to manage complex, global, large-scale projects. Experience working with international customer support teams and external partners. Solid understanding of Agile methodologies, CI/CD processes, and release management tools (Jira, Confluence, Git). Experience implementing quality assurance frameworks and performance monitoring programs. Strong analytical skills with ability to derive insights from customer feedback and operational data. Excellent communication, stakeholder management, and influencing skills.