CX Operations, Program Manager

Medallia is the pioneer and market leader in Experience Management. Our award-winning SaaS platform, Medallia Experience Cloud, leads the market in the management of experiences, insights, and actions for candidates, customers, employees, patients, and residents alike.

We believe that every experience is a memory that can last a lifetime. Experiences shape the way people feel about a company. And they greatly influence how likely people are to advocate, contribute, and stay. At Medallia, we are committed to creating a world where organizations are loved by their customers and their employees.

We empower exceptional people to create extraordinary experiences together.

Bring your whole self.

About the Role

We are building an elite Client Experience Operations team at Medallia that plays a pivotal role in driving customer success through Voice of the Customer and Predictive Health programs. This role is ideal for someone who thrives on program management, has a strong curiosity for technical solutions, and is eager to design and manage programs that deliver measurable impact. With responsibilities spanning operational excellence, stakeholder engagement, strategic program execution, and CX practice, you will have the opportunity to enhance our system and tools, help Medallia analyze and understand customer insights, and help shape the future of customer experience at Medallia.

As part of this role, you will also act as a key contributor in refining processes, reviewing technical requirements, and performing QA to ensure high-quality program execution. You'll have the opportunity to grow your technical expertise through product training and collaborate across teams to continuously improve Medallia's CX capabilities.

• Program Management: Oversee and optimize various voice of customer, partner, and user programs, ensuring alignment with business goals and delivering value through actionable insights.
• Predictive Health Model: Manage and enhance Medallia's predictive account health model, driving data-driven decision-making to proactively address customer needs and risks.
• CX Practice: Develop a CX Operating Model to formalize frameworks, tools, and processes that integrate customer feedback into business decisions, enabling a consistent and scalable approach to CX execution across all teams.
• Stakeholder Engagement: Build and maintain relationships with cross-functional teams and key stakeholders to align program objectives, share insights, and drive collaboration.
• Operational Excellence: Design, implement, and manage streamlined processes that support the execution of programs with efficiency and scalability.
• Technical Leadership: Review and QA technical requirements to ensure accuracy and quality, leveraging Medallia's tools to tailor solutions for program success. Strong technical aptitude and curiosity, with the ability to understand technical requirements, manage technical projects, and communicate effectively with technical stakeholders.
• Innovation and Strategy: Contribute to the design and execution of strategic initiatives to improve program outcomes, leveraging the latest tools and methodologies.
• Data-Backed Storytelling: Analyze data to uncover actionable insights and deliver compelling readouts and presentations that drive impactful business outcomes.

Minimum Qualifications

• 5+ years of experience in program management, customer relationship management, strategic planning, consulting, or operations in a business-to-business environment.
• Proven ability to manage multiple programs and initiatives simultaneously while maintaining a high level of detail and quality.
• Bachelor's or equivalent experience

Preferred Qualifications

• Strong technical aptitude and curiosity, with the ability to review and QA technical requirements.
• Excellent stakeholder management and interpersonal skills.
• Experience managing voice of customer, partner, or user programs and predictive health models.
• Experience working at a B2B company, preferably an enterprise software company
• Experience in process improvement and operational efficiency
• Advanced degree, PMP certification, or equivalent technical training
• Familiarity with common web technologies, such as JavaScript, XML, HTML, and CSS, and integration technologies/protocols (APIs, REST, HTTP, SFTP, etc.)

Medallia is committed to equal pay and transparency. The annual base salary range for this position is $88,000 - $118,000. This position is commission eligible. Please note that the salary range information provided is a general guideline and combines all of the distinct labor markets within the US. It is uncommon for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on a variety of factors. Medallia considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, candidate's work location, education/training, key skills, internal peer equity, external market data, as well as, market and business considerations when making compensation decisions.

Medallia also offers competitive health and wellness benefits, including but not limited to medical, dental, vision, 401(k), short-term and long-term disability, life and AD&D insurance, statutory leaves, paid parental leave, and paid holidays. Benefits and eligibility may vary by location and role.

At Medallia, we celebrate diversity and recognize the value it brings to our customers and employees. Medallia is proud to be an equal-opportunity workplace and is an affirmative-action employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or any other applicable status protected by state or local law. Individuals with a disability who need an accommodation to apply please contact us at ApplicantAccessibility@medallia.com. For information regarding how Medallia collects and uses personal information, please review our Privacy Policies. Applications will be accepted for 30 days from the date this role was posted or until the role has been filled. #LI-RK1 #LI-Remote