The Customer Experience Program Manager leads high-impact, cross-functional programs that drive T&M Emerson's Customer Experience strategy and operational execution. This role owns and drives end-to-end delivery of initiatives across the CX organization, ensuring alignment between regional execution needs, global CX strategy, and enabling systems.
Operating at the intersection of strategy, operations, data, and execution, this role combines program leadership, process ownership, and analytical insight to deliver scalable, well-governed solutions with measurable business impact.
In this role, your responsibilities will be:
- This role requires frequent, often daily collaboration with Marketing, Sales, Supply Chain, Global Operations, Finance, and IT teams based in Austin, TX (U.S. Central Time). As a result, the position requires maintaining a work schedule that regularly overlaps with U.S. Central Time business hours to enable effective communication, planning, and decision-making. Flexibility in daily start and end times is expected to support global collaboration.
- Own end-to-end delivery of cross-functional initiatives, from intake through execution, stabilization, and handoff, aligned to Customer Experience and Supply & Delivery Communication priorities.
- Define goals, success metrics, scope, timelines, and resource needs; integrate project, process, and change management into a single delivery approach.
- Coordinate the annual Customer Experience planning timeline and activity plan, integrating Supply Chain, Global Operations (Demand, S&OP), Marketing, Sales, Finance, and Business Unit inputs.
- Drive alignment on delivery communication processes and supply chain workflows to support on-time delivery targets and customer satisfaction improvement.
- Mobilize stakeholders across the GSM organization to recommend process improvement and automation investment plans aligned with operational and financial targets.
- Partner with Marketing, Sales, Supply Chain, Global Operations, Finance, Portfolio/IT, and broader GSM teams to update business and technology roadmaps that enable CX priorities.
- Lead or contribute to improvement projects across regions; ensure timely execution, quality deliverables, and clear communication to owners/sponsors.
- Monitor processes, trends, and KPIs (CSAT, OTIF, S&OP forecast accuracy, productivity) to deliver insights and continuous improvement recommendations.
- Build and maintain business process controls that assure data integrity and auditability in customer operations and delivery workflows.
- Facilitate design/alignment sessions with business, IT, and operations; manage dependencies, risks, and issues with timely escalation.
- Provide proactive, decision-ready communications for stakeholders and executive sponsors; mentor PMs and process partners on delivery best practices.
Who You Are
A strategic and hands-on program leader who thrives in complexity, balances detail with the big picture, and influences diverse stakeholders. You operate comfortably at multiple altitudes, diving deep into data and processes when needed, while crafting concise, executive-ready narratives to drive decisions.
For this role, you will need:
- Bachelor's degree or equivalent experience in business, operations, engineering, MIS, or a related field.
- 7+ years in program/project management, customer operations, supply chain, or process management within cross-functional/global environments.
- Proven success leading large, complex initiatives with measurable business outcomes and clear adoption.
- Strong stakeholder influence and executive communication skills; ability to drive clarity from ambiguous or conflicting requirements.
- Data and analytics proficiency (advanced Excel; Power BI) and familiarity with operational KPIs and governance.
- Experience collaborating with Marketing, Sales, Customer Operations, Supply Chain, Finance, Business Units, and IT on roadmaps, prioritization, and change management.
- Project management fundamentals (risk/issue management, dependency mapping, decision logs); change leadership capability.
Preferred Qualifications That Set You Apart
- Lean, Six Sigma, PMP, or similar certifications.
- Experience designing governance, methodology, and communication frameworks for enterprise-level programs.
- Hands-on experience with S&OP processes, demand planning, delivery communication, or customer satisfaction/loyalty improvement programs.
- Ability to build process controls and quality checks to ensure data integrity across operational workflows.
Our Culture & Commitment to You — Emerson Perspective
At Emerson, we foster a culture grounded in integrity, innovation, teamwork, and continuous improvement. We empower people to take initiative, think boldly, and deliver outcomes for our customers and communities. In the GSM PMO, you'll join a collaborative environment where your ideas are valued, your growth is supported, and your impact is felt across the organization.
We are committed to your long-term success with robust learning opportunities, career pathways, and a workplace centered on respect, inclusion, and purpose. You'll be supported by leaders who champion accountability, reward innovation, and invest in helping you build a fulfilling career at Emerson.
