Sr. Program Manager - Customer Experience Policy Harmonization

What You'll Do

• Serve as the key representative and contact for policy harmonization in LATAM, ensuring effective communication and information flow between customer experience (CX) and digital experience (DX) teams and other key stakeholders.
• Promote a global perspective while addressing local and business needs and guide CX/DX contacts in understanding their roles in projects with the goal of achieving globally scalable solutions.
• Coordinate and oversee projects to ensure smooth collaboration across regions, timely contributions from relevant parties, and resolution of any obstacles to keep projects on track
• Gather and analyze data to evaluate the effectiveness of current policies, drawing comparisons with other regions or alternative proposals to identify areas for improvement.
• Facilitate the adoption of best practices from other regions or those recommended by global teams and conduct workshops with CX leads and operational stakeholders to share insights and influence decision-making processes.
• Clarify decision-making authority and document the local regulatory environment, competitive landscape, and market dynamics to tailor strategies effectively.
• Lead efforts to harmonize practices and approaches, leveraging your expertise and providing feedback to enhance our project management playbook.
  
  

About the Role

As the Program Manager for Policy Harmonization within the LATAM Product Insights & Roll-out initiative, your role is to actively streamline and strengthen customer support policies, ensuring they are both globally applicable and sensitive to local needs regarding regulations, competition, and market dynamics. By leveraging data and market research, you will tailor policies to align with both customer expectations and organizational constraints, such as budget considerations. Your duties extend to collaborating with global teams to establish Governance processes and role-based access controls, preventing arbitrary policy modifications. Moreover, you will champion the policy harmonization effort across the LATAM mega-region, serving as the primary point of contact for stakeholders and representing the program locally. Through your leadership, you will guide the integration of best practices, facilitate impactful workshops with customer experience leads and operational stakeholders, and clarify decision-making authority, all while keeping the organization's global strategy and local nuances in mind.

Basic Qualifications

• 5 years of experience in technology, consulting, operations or other highly agile, project-based environments.
• Strong strategic thinker.
• Strong Stakeholder Management for geographically and functionally diverse partners.
• Large-scale, complex project and program management
• Willingness to dive deep down into the details.
• Passionate about enhancing customer experience, backed by a solid technical foundation, exceptional product judgment, and an innovative mindset.
• Excellent communication skills, capable of articulating complex ideas clearly and persuasively.
• Demonstrates leadership through vision, excellence, and the ability to inspire trust and collaboration.
• Committed to quality, customer-first thinking, and continuous personal and professional development.
• Proven track record in operational excellence, project management, and stakeholder management.
  
  

Preferred Qualifications:

• You have an MBA or proven business strategy and analytical skills, particularly in data-driven decision-making.
• Experience in a top-tier strategy consulting firm.