Senior Program Manager, CX Programs Lisboa

Senior Program Manager, CX Programs
Lisboa
Lisboa, Lisboa, Portugal

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Senior Program Manager, CX Programs

Job Description

We are seeking a strategic and
- oriented Program Manager to join our Digital Programs and Customer Success team. This role operates as the strategic arm of our digital customer success initiatives, responsible for planning, coordinating, and executing
- first programs that drive customer engagement, adoption, retention, and overall satisfaction across multiple channels and key lifecycle stages.

Key Responsibilities:

• Develop and own detailed program plans for digital customer success initiatives across onboarding, adoption, retention, and renewal phases.
• Coordinate
  - functionally with Marketing, Product, Customer Success, Digital Experience, and other teams to align content, campaigns, and customer touchpoints.
• Manage program operations including scheduling, resource allocation, and communications to ensure timely delivery.
• Collaborate with stakeholders to prioritize program initiatives based on customer impact and business needs.
• Oversee the creation and deployment of varied digital content formats such as webinars, email campaigns, video series,
  - product messaging, and social channels.
• Monitor program progress, resolve operational challenges, and ensure consistency across global regions.
• Support the senior leadership in strategic planning, providing insights and recommendations informed by data and customer feedback.
• Drive innovation by exploring new channels, tools, and methodologies to enhance customer engagement and success.

Requirements:

• 5+ years experience in program management, ideally within customer success, marketing, or digital engagement environments.
• Demonstrated ability to manage complex,
  - channel programs with
  - functional teams.
• Strong organizational, project management, and communication skills.
• Experience with digital engagement tools and content deployment channels (webinars, email campaigns, video content,
  - product messaging).
• Strategic mindset with the ability to translate vision into actionable plans and measurable outcomes.
• Familiarity with CX/CS tools like Gainsight, Salesforce, Zendesk, Gong
• 2-3 Days in office

#LI-JF2

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific
- office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any
- employment testing, or otherwise participate in the employee selection process, please send an
- mail to peopleandplaces@zendesk.com with your specific accommodation request.

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Zendesk is on a mission to simplify the complexity of business and make it easy for companies and customers to create connections.

Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers.

More meaningful moments. Fewer Zoom calls.

What’s it like to work here? Our offices reflect the global cities we call home, and have spaces for collaboration, quiet, and events.

With our hybrid approach, you’ll experience flexibility and connection, collaboration, and learning with your team.

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