Customer Experience Program Manager

TRC's client has Remote, direct hire opportunity for a Customer Experience Project/Program Manager! Candidates must live near Atlanta or Boston!

This opportunity is with a leading Restaurant Solutions and Supply Chain company offering significant growth potential, great culture, benefits, etc.

The Customer Experience Project/Program Manager will lead a team and be responsible for developing the customer experience program. This will include proposing and implementing tools and strategies for measuring and improving customer experience.

Job Summary:

We are seeking a Customer Experience (CX) Program Manager to develop and execute strategies that drive customer satisfaction, engagement, and loyalty. This role is responsible for analyzing customer journeys, identifying pain points, and implementing programs that enhance the overall client experience. You will collaborate cross-functionally with sales, product, and support teams to ensure a seamless and high-impact customer experience.

Key Responsibilities:

• Customer Journey Optimization: Analyze customer interactions and touchpoints to identify opportunities for improving satisfaction, retention, and loyalty.

• Program Development: Design and implement CX programs that enhance the end-to-end customer experience, focusing on restaurant owners, operators, and staff.

• Feedback & Insights: Gather and analyze customer feedback through surveys, NPS scores, and direct interactions, using insights to inform business decisions.

• Cross-Functional Collaboration: Partner with sales, product, support, and marketing teams to ensure a unified customer experience strategy.

• Training & Enablement: Develop best practices, training materials, and process improvements to support both internal teams and customers.

• Metrics & Reporting: Define key performance indicators (KPIs) for CX initiatives, tracking success and making data-driven recommendations.

• Escalation & Issue Resolution: Act as a point of escalation for complex customer issues, ensuring timely and satisfactory resolutions.

Qualifications & Experience:

• 3+ years of experience in customer experience, program management, or customer success (restaurant, hospitality, or SaaS industry experience preferred).

• Proven ability to map and enhance customer journeys in a B2B environment.

• Strong analytical skills with experience leveraging customer feedback tools and CX metrics.

• Ability to work cross-functionally and drive initiatives that impact multiple teams.

• Excellent communication, problem-solving, and relationship-building skills.