Manager, Customer Experience Strategic Initiatives
$120,000–$145,000 year
HybridBoston, Massachusetts, United States
Job Summary
Translate business objectives into a prioritized portfolio of high-impact initiatives across Customer Experience and Marketing, driving alignment among senior leaders and ensuring focus on value creation opportunities. Lead and develop a lean team of project managers to consistently deliver complex, cross-functional initiatives tied to critical KPIs while coaching for performance. Own end-to-end execution of the initiative portfolio, balancing speed, risk, and business impact through disciplined scoping, planning, and sustainment. Establish scalable execution frameworks by implementing standardized project management tools, governance, and best practices to improve consistency, accountability, and throughput. Leverage data insights to interpret performance trends and operational signals, influencing resource allocation decisions by building compelling business cases for senior stakeholders. Manage change adoption strategies that preserve existing customer-facing workflows and service continuity while elevating organizational capability through continuous improvements.
Required Qualifications
- 6+ years of experience in project management, program management, operations, or related fields
- 2+ years of experience managing and developing high-performing teams
- Bachelor's degree in public policy, business, project management, finance, or related field
- Proven experience leading complex, cross-functional initiatives from ideation through implementation and sustainment in environments
- Demonstrated experience identifying and proposing strategic initiatives that drive measurable business outcomes
- Experience building or scaling project management processes, frameworks, or operating models
- Strong experience working in fast-paced, evolving environments with competing priorities and ambiguity
- Proven ability to influence senior stakeholders and drive alignment without direct authority
- Demonstrated experience leading change management efforts for complex, cross-functional initiatives within customer-facing functions, with a track record of driving adoption while maintaining operational continuity
- Ability to ask appropriate questions, analyze data, identify the root causes of problems, and present creative solutions
- Expertise in building strong internal and external relationships with customers and stakeholders, instilling trust and loyalty across the industry
- Eagerness to develop a fundamental understanding of how Nexamp operates and then apply that knowledge effectively to inform business decisions
- Commitment to Nexamp's mission and have a passion for solving tomorrow's climate crisis today
Desired Qualifications
- Experience in showcasing initiative to make improvements to current work, processes, products, and services across the organization. We value accountability and an ownership mentality
- If you don't meet 100% of the above qualifications, but see yourself contributing, please apply
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