Senior Customer Experience Program Manager

Senior Customer Experience Program Manager

Innovate with purpose. At BILL, we believe in empowering the businesses that drive our economy. By replacing outdated financial processes with innovative tools, we help businesses—from startups to established brands—make smarter decisions and gain control of their operations. We’re creating the future of financial automation so businesses can spend more time on what matters.

Working here means you become part of a vision‑driven team that’s ready to tackle challenges and build cutting‑edge solutions. We value purpose, drive, and curiosity—and we thrive in a fast‑paced, ever‑changing environment. Whether in one of our offices in San Jose, CA, Draper, UT, or working remotely, BILLders collaborate to deliver real impact for businesses that need more time in their busy weeks.

BILL builds high performing teams and we seek to hire the best talent for every role. We’re committed to building a workplace that fosters inclusion and diverse perspectives, valuing each person’s unique skills and experiences. We’d love to hear from you—you might be just what we’re looking for, whether in this role or another.

The Strategic Program Management office (SPMO) is responsible for project‑managing work that is part of the Customer Experience Operations (CXO) division’s strategic roadmap. We partner with all CXO team members up through to our highest‑level leaders (known as LT) to execute transformative work and lead our governance process. As a member of SPMO, you execute on operational initiatives/projects with excellence, develop trusted partnerships with our stakeholders, and drive strategic thinking across CXO.

This is done to support the evolution and transformation of our Customer Experience organization.

• Gain a deep understanding of CXO priorities and execute on projects that deliver value against CXO objectives.
• Plan, coordinate, lead and govern complex projects and deliverables that align to department goals and/or CXO organizational strategy.
• Document and track program and project results against defined milestones. Measure and report on key project indicators. Quantify the value of program execution.
• Provide strategic insights, analytics, and assessment for projects and ad‑hoc requests in support of our transformation initiatives.
• Provide execution support for strategic planning and governance processes, meetings, communications, and presentations, including preparation of communications to all stakeholder audiences including executive leadership.
• Identify and mitigate project risk in partnership with project teams. Escalate blockers to stakeholders and accountable leaders up through and potentially including the CXO VP.
• Be a change advocate through the creation and execution of change management and communication plans for important CXO deliverables.
• Proactively assist business partners in facilitating process design and improvement activities.
• Deliver on assigned work with minimal oversight, managing across levels to solve for evolving priorities, ambiguity, and milestones.

• Minimum 5 years of related experience.
• Demonstrated strong leadership skills, exceptional communication, and relationship‑building skills for coordinating and developing positive working relationships with external partners and internal teams.
• Led, managed, and played an active, contributing role to project execution, governance, and delivery, including independently creating, implementing, and executing organizational processes.
• Managed and facilitated meetings with a variety of stakeholders and demonstrated the ability to influence/drive consensus among cross‑functional teams.
• Provided insight, analytics, and assessment to support planning and/or delivery of projects targeted to achieve the strategic vision or roadmap.
• Monitored Customer Service industry trends and environment, analyzed service and operational opportunities, and leveraged key performance indicators, business trends and product developments to improve the customer experience or overall business.
• Prepared presentation…