Customer Experience Program Management Manager

In This Role, Your Responsibilities Will Be: Lead, develop, and hold accountable a team of experienced Program and Project Managers, setting clear expectations, delivery standards, and career development plans Coach and support acting PMs who lead projects as part of their functional roles, raising delivery capability and consistency across the team Personally own the Customer Operations portfolio and select high-visibility programs, staying hands-on in delivery while leading the team Drive consistent governance, prioritization, and delivery cadence across all programs and PMs; manage capacity and resource allocation against business demand Own end-to-end delivery of cross-functional initiatives across the portfolio, 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 Establish and maintain program governance, tracking progress, risks, and dependencies, with timely escalation 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 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 and alignment sessions with business, IT, and operations; manage dependencies, risks, and issues Provide proactive, decision-ready communications for stakeholders and executive sponsors Who You Are: A strategic and hands-on leader of people and programs 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. You coach others to that same standard, take accountability for team results, and make sound decisions in ambiguous situations. For This Role, You Will Need: Bachelor's degree or equivalent experience in business, operations, engineering, MIS, or a related field 10+ years in program/project management, customer operations, supply chain, or process management within cross-functional/global environments, including experience leading or coaching PMs Demonstrated people-leadership capability: setting direction, coaching and mentoring experienced staff, managing performance, and building a high-performing team 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 leading a team or portfolio in a global or matrixed organization 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: At Emerson, we are committed to fostering an inclusive, supportive, and collaborative workplace where everyone can grow and succeed. We value diverse perspectives and encourage innovation, continuous learning, and personal development. We prioritize well-being, flexibility, and work-life balance, empowering our employees to make a meaningful impact while building rewarding careers.