Program Manager (IT) III

Job Description:
Role Overview:

• As a Senior CX Program Manager specialized in Experience Management (XM), candidate will play a pivotal role in enhancing client's customer listening, surveying and research capabilities, driving insights that fuel exceptional customer and employee experiences.
• Candidate will leverage, manage and optimize the Qualtrics Experience Management platform, ensuring seamless survey deployment, data integrity, and compliance with governance standards, all while enabling client's teams to make datadriven decisions that shape the future of organization.

Responsibilities:
XM Expertise and Best Practice:

• Assist in delivery of XM Programs and initiatives that support the overall company XM strategy.
• Assist in influencing the strategy of various teams across client to consider implementation of best practice experience management.
• Advocate for voiceof-the customer in support of company initiatives and goals.
• Design, implement, and enhance surveys and CXM programs for new and existing listening posts.

Platform Administration and Optimization:

• Manage and maintain the Qualtrics platform, including user accounts, permissions, and system configurations.
• Stay ahead of the curve by implementing new Qualtrics features and updates to enhance the platform's functionality.
• Continuously optimize the platform to support the organization's dynamic research and insights needs.

Survey Development:

• Demonstrate expertise in building surveys, dashboards, and workflows in Qualtrics to create comprehensive and effective XM solutions.
• Provide technical expertise to teams across organization, assisting with advanced survey design, logic, and automation workflows.
• Collaborate with internal stakeholders to align surveys with the organization's strategic objectives and priorities.
• Assist in Training and guiding users on best practices to ensure they maximize the value of Qualtrics in delivering actionable insights.

Governance, Security, and Compliance:

• Define and enforce governance policies for surveys and data handling, ensuring alignment with organization's global privacy and security standards.
• Ensure compliance with external regulations, including GDPR, HIPAA, and other applicable laws.
• Conduct regular audits of platform usage and survey data to mitigate risks and uphold Organization's reputation for trust and integrity.

Issue Resolution and Vendor Coordination:

• Serve as a key liaison with Qualtrics Support to resolve technical issues, including bugs, feature malfunctions, and outages.
• Create comprehensive support tickets with detailed documentation (e.g., screenshots, error logs, issue replication steps).
• Participate in troubleshooting sessions with Qualtrics engineers to expedite resolutions and minimize disruptions.

Data-Driven Improvements and Reporting:

• Monitor and analyze trends in platform performance and issue resolution to recommend preventive measures and optimizations.
• Regularly update leadership and stakeholders on platform health, key issues, and enhancements to drive informed decisions.

Skillset:

• Proven experience ( 5 plus years) as an XM / VoC / Qualtrics Platform delivery role or in a similar role managing experience management tools.
• Expertise in survey design, data governance, and regulatory compliance (e.g., GDPR, HIPAA).
• Exhibit a strong bias for action, ensuring timely and efficient execution of tasks.
• Possess deep expertise in building data visualization dashboards to effectively communicate insights and drive decisionmaking.
• Strong analytical and problemsolving skills with an eye for detail.
• Exceptional communication and collaboration skills to engage with diverse stakeholders, including technical teams and endusers.
• Ability to manage multiple priorities in a fastpaced, innovative environment.
• Familiarity with advanced Qualtrics features like API integrations, XM Directory, or custom dashboards is preferred.
• Knowledge of analytics tools and techniques to derive actionable insights is preferred.
• Experience in supporting largescale survey initiatives within global organizations is preferred.
• Certification in Qualtrics, XM, CCXP or related platforms is a plus.

Note:

Day-to-Day Responsibilities:
Voice of Customer Project

• Conducting surveys and gathering feedback, specifically from contact centers.

Role Breakdown:

• 60 to 70% of the role focuses on Qualtrics implementation (Building, Integrating).
• 20% of the role involves Project Management.
• Strong emphasis on communication and presentation skills.

Minimum Requirements:

• 5 plus years of experience with deep Qualtrics experience.
• Relevant educational background or equivalent experience.
• Industry experience in retail or ecommerce.

• Location: Austin or Salt Lake City (Hybrid) - Open to other hubs like San Jose, CA or Seattle if within the budget.
  Duration: Through 03/27/2026

Interview Process:

• First round with the Hiring Manager (focused on Qualtrics skills).
• Second round with the Director (focused on strategy and communication skills).

Pay Range: $60 - $68

The specific compensation for this position will be determined by a number of factors, including the scope, complexity and location of the role as well as the cost of labor in the market; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. Our full-time consultants have access to benefits including medical, dental, vision and 401K contributions as well as any other PTO, sick leave, and other benefits mandated by appliable state or localities where you reside or work.

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