Sr. Manager, CX Programs

Please Note: This is a Utah-based hybrid position which will require some regular in-office days each week. Additionally, employment with BambooHR is contingent on passing both a background and credit check. AI at BambooHR At BambooHR, we’re all about setting people free to do great work, and we believe AI is a powerful partner in that mission. We’re leaning into intelligent tools to streamline our workflows, giving us more time for high-impact innovation. We look for curious, forward-thinking people who are ready to explore how AI can elevate their work and help us reimagine the future of HR. Essential Job Duties A better customer experience starts with people who can turn a big goal into a delivered outcome. As a Program Manager on our Customer Experience (CX) Programs team, you’ll own a portfolio of connected projects that improves how BambooHR serves its customers. Your work will support priorities such as customer retention, service efficiency, and AI-enabled customer experiences, with a direct connection to our CX strategy. You’ll partner with CX leadership and teams across the business to define success, choose the right work, and deliver measurable results. This is a senior individual contributor role with no direct reports. You’ll lead projects yourself, support project managers within your portfolio, and help teammates grow through coaching and thoughtful feedback. Who Thrives in This Role? You stay focused on the outcome while remaining flexible about how to get there. You can get a first plan in front of stakeholders, learn from their feedback, and move the work forward without waiting for every detail to be settled. You recover quickly when priorities shift or a project stops. You learn unfamiliar domains, tools, and data well enough to contribute quickly, and you take ownership of getting the work across the finish line. When the evidence calls for a change, you help others understand why and move with it. You will: - Turn ambiguous business needs into clear program goals, practical plans, and shared accountability. - Define baselines, leading indicators, and outcome measures so teams can ensure that improvements are sustained. - Identify and prioritize opportunities, then sequence projects around capacity, dependencies, and expected impact. Make tradeoff calls when priorities compete, and promptly escalate decisions that require leadership input to keep work moving. - Lead programs from discovery and testing through implementation, adoption, and measurement, including work already in progress. - Bring the right people together, build alignment, resolve blockers, and keep decisions moving across teams you do not manage. Identify dependency, resourcing, and sequencing risks across programs, and work with teams across the organization to address them before they slow delivery. - Give senior leaders clear updates on results, risks, tradeoffs, and decisions needed, with data-supported recommendations they can act on. - Use evidence to adjust direction, including pausing or stopping work when a different approach better serves the goal. - Help teams adopt new ways of working by planning and leading change across multiple teams using a structured approach, such as ADKAR, that includes stakeholder analysis, communication, training, and reinforcement after launch. - Coach project managers and use AI to improve program delivery and customer-facing processes. What You Need to Get the Job Done - Experience owning complex, cross-functional programs or initiatives from problem definition through delivery, with measurable business results. - The ability to create a workable plan when the problem, scope, or path forward is still taking shape, and improve it as you learn. - Strong stakeholder relationships and the ability to influence decisions, resolve competing priorities, and drive progress without direct authority. - Clear written and verbal communication, including experience advising senior leaders on priorities, risks, and tradeoffs. - Experience defining KPIs, interpreting data, and using evidence to prioritize work and evaluate outcomes. - Experience guiding teams through organizational or process change and helping new approaches take hold. - Practical experience using AI in your work, with examples of how it improves your thinking, execution, or process design. What Will Make Us REALLY Love You - Experience improving customer retention, service delivery, operational efficiency, or digital customer experiences. - Experience in SaaS, HR, or payroll. We also welcome operations, consulting, technical program management, and PMO backgrounds with meaningful ownership across functions. - Examples of redesigning a workflow around AI and coaching other project managers to deliver stronger results. What You'll Love About Us - A Great Company Culture that has been recognized by multiple organizations like Inc, and Salt Lake Tribune - Comprehensive health, life, and disability insurance - Generous leave policies that include 4 weeks of vacation, 12 company holidays, parental leave, and volunteer time off so you can enjoy quality of life - 401k plans with up to 6% company match - $2000 Paid-Paid Vacation bonus - EAP through Headspace - Check out all our benefits that benefit you About Us At BambooHR, we're building something different: we're building a people intelligence platform that transforms HR and sets people free to do great work! We're a proven market leader driving innovation while building lasting success through thoughtful, sustainable growth. Here, you'll find a place that champions growth: both professional and personal, both individual and collective. We invest in potential, giving you the space to stretch your capabilities and turn good ideas into reality while providing the safety net of a supportive, values-driven culture. Our approach combines meaningful work with meaningful lives, offering competitive benefits, professional development, and the flexibility to thrive both in and outside the office. What sets us apart isn't just what we do, but how we do it: with openness, integrity, and a shared commitment to doing the right thing. Join us in creating HR software that makes work better for everyone, while we make work better for you. BambooHR is committed to the full inclusion of all qualified individuals and will ensure that persons with disabilities are provided reasonable accommodations throughout the hiring process. If you would like to request accommodations, please let your recruiter know. BambooHR is An Equal Opportunity Employer--M/F/D/V Because our team members are trusted to handle sensitive information, we require all candidates that receive and accept employment offers to complete a background check before being hired. For information on California Privacy Policy, click here. Our process utilizes AI as an assistant to efficiently process and analyze candidate data. Recruiters and hiring managers maintain full oversight and accountability, ensuring that all final selection and rejection decisions are human-made and based solely on objective job qualifications. Please see our General Privacy Notice and California Privacy Notice for more details. See our AI Guidelines for Candidates for details on how BambooHR uses AI in recruiting, how we expect candidates to use AI, and what is not allowed.