Retail Customer Experience Program Manager

Retail Customer Experience Program Manager Department: Community Operations Team: Strategy & Program Operations Location: Santiago, Chile Type: Full-Time **About the Role** As a CX Program Manager, you will be the guardian of the customer experience, obsessed with the details of the end-to-end journey. You will ensure our support processes are designed with our customers and our operational goals in mind—contributing to strategies for defect reduction and experiential improvements. You will take a data-driven approach to identify customer pain points and lead projects to design support solutions leveraging AI, Tech, and operational improvements. We are looking for a fierce customer advocate who is a great problem solver, relationship builder, and process optimizer. To succeed in this role, you should be highly analytical and comfortable turning data into actionable insights. **What the Selected Candidate Will Do** 1. Map the end-to-end journey of our customers to identify pain points and opportunities while keeping the CommOps scorecard, budget, and operational objectives in mind. 2. Lead customer-facing process improvement initiatives by leveraging AI, Tech, and operational solutions. 3. Align and coordinate stakeholders across CommOps and Operations teams to execute these improvement initiatives. 4. Understand the goals and priorities of CommOps KPIs, including both operational and financial metrics, while navigating cost constraints to champion customer-obsessed processes. 5. Autonomously analyze data to turn insights into meaningful product, support, and operational improvements. 6. Provide insights from customer interactions to local stakeholders to influence and facilitate data-backed decisions. 7. Work closely with internal Community Operations members and key partner groups like Product and Ops to build a strong customer-centric culture. 8. Act as the internal voice of the customer to continuously improve the experience by identifying and prioritizing the main pain points across the journey. **Basic Requirements** - Immediate availability to work from our offices in Chile / Mexico - Full professional fl