CX Program Manager

About 2P Perfect Presentation

Established in 2004, 2P Perfect Presentation stands as a prominent leader in Saudi Arabia's Information and Communications Technology sector. The company specializes in delivering complete technological solutions that support organizations in accelerating digital transformation and enhancing operational efficiency. Rooted in innovation and dedicated service excellence, 2P offers end-to-end solutions through distinct business units and dependable market insights. We seek motivated professionals eager to make significant contributions and thrive within a progressive and dynamic workplace environment.

Job Overview

The CX Program Manager will be responsible for overseeing a portfolio of customer experience-related projects, ensuring strategic priorities are met, governance is maintained, and successful program outcomes are delivered. The focus lies on strategic planning, engaging stakeholders, optimizing resources, managing risks, and tracking performance to fulfill business objectives and elevate service quality.

Key Duties and Responsibilities

• Establish program goals, strategic pathways, and detailed execution plans that align with company objectives.
• Create thorough program management documentation including scope definition, timelines, resource allocation, risk evaluation, and governance frameworks.
• Handle project interdependencies effectively by coordinating various workstreams.
• Track progress against program milestones ensuring deadlines are met punctually.
• Develop and nurture robust relationships with clients, internal teams, vendors, and partners.
• Provide clear communication of program updates, milestones, risk factors, challenges, and change requests to stakeholders.
• Manage expectations, resolve disputes, and promote smooth collaboration among all parties.
• Lead client interactions such as project kickoffs and regular status reviews.
• Supervise resource distribution to maximize efficiency and successful delivery of projects.
• Assess staffing needs and hiring requirements to ensure the availability of appropriate skills.
• Monitor and control financial aspects including budgets, invoices, and collections with adherence to approved plans.
• Detect financial discrepancies and implement corrective measures when necessary.
• Set up and uphold governance structures, reporting systems, and change management processes for the program.
• Oversee the overall health of the program by tracking dependencies, schedules, financials, and scope adherence.
• Identify risks at the program level and develop strategies to mitigate them.
• Ensure all service levels, program stipulations, and internal regulations are respected.
• Compile consolidated reports capturing program status, financials, resource use, risks, and performance metrics.
• Keep an eye on KPIs to verify attainment of program targets.
• Offer actionable insights and recommendations to management to facilitate informed decision-making.
• Ensure prompt and accurate reporting as per organizational standards.
• Lead and mentor project managers and program staff, fostering a culture of growth and accountability.
• Perform performance appraisals and provide constructive feedback promoting professional advancement.
• Encourage teamwork, responsibility, and continuous enhancement within project groups.
• Contribute to special initiatives and strategic projects as assigned.

Candidate Requirements

• Minimum 7 years of professional experience in project or program management with a history of successful project completions.
• Expert knowledge in strategic planning, program governance, and project execution methodologies.
• Strong abilities in stakeholder engagement and effective communication.
• Comprehensive understanding of risk control, resource distribution, and budget monitoring.
• Exceptional skills in analysis, problem resolution, and decision-making.
• Proven leadership aptitude, team management experience, and reporting proficiency.
• Certification such as PMP or Program Management Professional is advantageous.