Senior Customer Experience Programs Manager

## Senior Customer Experience Programs Manager At Arctic Wolf, we're not just navigating the cybersecurity landscape - we're redefining it. Our global team of dedicated Pack members is driving innovation and setting new industry standards every day. Our impact speaks for itself: we've earned recognition on the
** Forbes Cloud 100, CNBC Disruptor 50, Fortune Future 50, and Fortune Cyber 60
** lists, and we recently took home the
** 2024 CRN Products of the Year
** award. We’re proud to be named a
** Leader
* * in the
** IDC Market Scape
** for Worldwide Managed Detection and Response Services and earning a
** Customers' Choice
** distinction from
** Gartner Peer Insights**. Our
** Aurora Platform
** also received
** CRN’s Products of the Year
** award in the inaugural
** Security Operations Platform
** category. Join a company that’s not only leading, but also shaping, the future of security operations.

The Program Manager provides organizational clarity across the business by acting as a key liaison between senior leadership and cross-functional teams. This role is responsible for translating strategic priorities into structured Customer Experience (CX) programs that drive efficiency, accountability, and measurable outcomes.

The Program Manager leads and aligns cross-functional product and service teams, using strong business acumen and a deep understanding of Customer Experience and Customer Success processes to navigate complexity, minimize risk, and reduce waste. Success in this role depends on exceptional communication and relationship-building skills, the ability to influence senior leaders, and the confidence to lead through ambiguity. By emphasizing team strengths and fostering collaboration, the Program Manager ensures programs stay focused, effective, and aligned to business objectives.
** Primary Responsibilities and Duties
*** Strategic Execution – Guide CX programs from concept through launch, ensuring alignment with organizational goals and quality outcomes. Make recommendations on how best to achieve strategy by making sure the team and organization understand desired goals, what success looks like and by ensuring there are clearly established priorities.
* Program Orchestration, Alignment and Communication - Simultaneously facilitate 5-7 major programs at any given time while understanding how the program delivery complexities fit into the bigger product & service delivery vision. This will include planning and managing the timely delivery and operationalization of key customer experience motions. This position centralizes coordination between the business, sales, channel, customer success, demand and sales development by orchestrating progress from inception to delivery while ensuring alignment.

Program managers act as the primary communication liaison for each program by facilitating critical conversations, taking responsibility for shared understanding of status and radiating that information in a consistent and consumable way to stakeholders. Program managers escalate and manage dependencies, issues and risks and ensure action plans are in place and collaborate with other departments to meet target milestones.
* Organizing for Success – For each program, ensure that a charter is established with clear objectives, resources, deliverables, and definitions of success; and that all stakeholders are aware of, and aligned with, scope and target milestones. Ensure that the team understands the plan and target milestones. Ensure program level activities are well understood through a regular cadence of team and executive communications, documentation, metrics and processes.
* Meeting Facilitation – Demonstrate excellent facilitation skills in moderating meetings. Examples include engaging all participants to facilitate their best contribution, sending agendas ahead of time, establishing clear objectives, managing the process to realize these objectives, capturing key content, and following up promptly on all action items.
* Analytics and Tools – Using an understanding of business outcomes and the principles of effective delivery, leverage analytics to radiate actionable information throughout…