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Program Manager, Customer Experience - Broadband at Sand Cherry Associates. Company Profile. At Sand Cherry Associates, we excel in the design and delivery of strategic customer-centric initiatives through digitally-native, data-empowered solutions.  Our client’s confidence in us is centered on exceptionally skilled, high-energy talent working with the support of the full Sand Cherry team.  Finding the right match for this role is a critical aspect of continuing that success.. Overview. This role is a critical team member who is responsible for building and implementing a Customer Experience and Operations optimization initiative for a broadband company. The role will be responsible for end-to-end programming from strategic planning to gaining approvals of approach with an executive team, prioritizing and structuring the initiatives, program and project managing the overall implementation, and providing hands-on implementation of the approved path forward. This position is remote with occasional optional travel to the client site.. Duties & Responsibilities. . Assess customer experience pain points using data and LBGUPS methodology. . . Build Customer Experience strategy.. . Recommend and facilitate decision making of strategic plan and approach to include timelines and resource needs. . . Structure, manage, facilitate and provide hands on delivery of customer operations process improvement initiatives through immediate, medium, and long-term improvements. . Daily, hands-on program/project management throughout the program and project life cycle . . Build and maintain program and project deliverables; complete project and program communication documents using PowerPoint, Excel, MS Project, and other tools. . . Complete process maps, and associated KPI analysis in support of improvement initiatives. . Establish risk management, escalation paths, and take corrective measurements. . Facilitate and lead project meetings and manage stakeholders’ communication. . Coordinate, manage and monitor the workflow of cross-functional teams. . Drive progress by engaging and influencing cross functional participants . . Function as owner of overall project plan and manage cross-functional resources, ensuring on-time delivery, meeting budgetary demands, and achievement of business goals. . Consistently exercise informed judgment and discretion in matters of significance. . Desired Skills and Experience. Candidates must have strong practical experience in program and/or project management, gained through managing cross functional projects with customer experience and operations teams within the broadband industry.. . Excellent oral and written communications skills working with a range of stakeholders including the ability to influence, strategize and negotiate. . Ability to think analytically and process information quickly, presenting it in a succinct and insightful format suitable for executives. . Minimum of 8 years of experience in consulting and/or strategic planning and program management with a focus on operational improvements with a technology driven organization. . Experience working within or supporting a customer operations organization with strong cross-functional partnering required. Deep knowledge of Call Center, Customer Communications, Field Tech Operations team experience required.. . Strong analytical and documentation skills; prior experience with process mapping and KPI tracking. . Experience using LBGUPS to assess and drive strategic planning.. . PMP certification or equivalent experience. . Direct hands-on proficiency with Microsoft Project, Smartsheet or other project management tools. . Strong PowerPoint and Excel skills. . Excellent Executive level written and oral communication skills. . Education/Certifications. . Bachelor’s degree required, MBA strongly preferred. . PMP certification or commensurate experience desired. . Certifications in line with this role desired such as change management, customer experience, AI and automation, and broadband industry training.. . Company Location: United States.