Lead, Customer Experience Program Manager

Responsibilities

• Support the execution of relational and transactional NPS and customer feedback programs
• Coordinate survey launches, communications, reporting timelines, and follow-up actions
• Partner with Business Units and functional teams to review customer sentiment trends and identify improvement opportunities
• Manage cross-functional initiatives across Customer Experience, Product, Support, Marketing, and Customer Success teams
• Maintain project trackers, dashboards, and program documentation to ensure alignment on priorities and milestones
• Conduct market, competitor, and industry research to support strategic decision-making
• Analyze customer trends, feedback themes, and engagement signals to synthesize insights for executive presentations
• Partner with analytics teams to build dashboards and interpret customer feedback data from multiple sources

Requirements

• 5+ years of experience in Program Management, Customer Experience, Operations, Marketing, or Business Strategy
• Strong organizational and project management skills with high attention to detail
• Analytical mindset with the ability to interpret complex data and synthesize actionable insights
• Strong written and verbal communication skills
• Ability to manage multiple stakeholders and navigate competing priorities in a fast-paced environment

Preferred Qualifications

• Experience supporting cross-functional or go-to-market initiatives within a technology company
• Proficiency with tools such as Salesforce, Tableau, Excel/Google Sheets, or PowerPoint
• Experience working with various survey platforms and data visualization tools

About the Company

SolarWinds is a people-first company dedicated to enriching the lives of the people we serve. We help customers accelerate business transformation through simple, powerful, and secure solutions. We value innovation, collaboration, and accountability, hiring individuals who are ready to lead with purpose and grow within an exceptional team.