Strategic Programme Manager - Customer Experience
Remote · Lisbon, Lisbon, Portugal
Job Summary
Strategic Programme Manager for Digital Content & Self-Serve CX to lead and own programs across digital content, self-service CX, help-center strategy, knowledge content, education content, and community initiatives. Focus on improving help center structure, content quality, search experience, onboarding guidance, and scalable knowledge experiences; drive AI-enabled self-service solutions, measure performance, governance, and cross-functional coordination with Product, Support, CX, Marketing, and Data to reduce customer effort and scale customer outcomes.
Required Qualifications
- Program management experience in Customer Experience, Digital CX, Content Operations, Support Operations, Customer Education, Knowledge Management
- Strong understanding of how digital touchpoints impact customer effort, satisfaction, resolution, and outcomes
- Experience leading or supporting help center, self-service, knowledge, education content, or community programs in a SaaS, fintech, or digital environment
- Experience driving AI and automated solutions for self-service including chatbot optimisation, intelligent content experiences, automated workflows, or related digital support capabilities
- Structured, analytical mindset with ability to identify friction, prioritise improvements, and translate insight into action
- Strong cross-functional collaboration skills and ability to work effectively with Product, Engineering, Support, Success, Marketing, and Data teams
- Strong written communication and content judgment with ability to improve clarity, usefulness, and consistency across customer-facing content
- Experience with reporting and performance metrics related to digital content, self-service, search, case drivers, content engagement, or customer effort
- Strong execution skills with ability to manage multiple workstreams and move initiatives forward without direct authority
- Builder mentality with energy for improving systems, content, journeys, and self-service experiences in a scaling environment
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