Experience Program Manager

Job Description

We are looking for an Experience Program Manager to lead and ensure the end-to-end execution of experience-related initiatives, from translating problem statements into actionable solutions to achieving measurable outcomes.

This role focuses on driving business impact through data-informed execution, cross-functional alignment, continuous performance monitoring, and organizational learning. The Experience Program Manager will also be responsible for improving execution quality through post-mortem analysis, structured feedback loops, and continuous improvement.

Key Responsibilities

1. Data-Informed Problem-to-Initiative Development
- Receive problem statements from the Discovery & Strategy team and enhance them through data analysis.
- Translate identified problems into actionable initiatives based on data-driven insights.
- Define initiative scope, approach, and success metrics using data and evidence.
- Collaborate with the Intelligence team to analyze data, establish baselines, and identify key performance drivers.

2. End-to-End Initiative Execution
- Own and manage initiatives from initial design through execution and evaluation.
- Break down initiatives into actionable execution plans and trackable tasks.
- Manage timelines, dependencies, and execution risks.
- Ensure timely and high-quality delivery through continuous monitoring of data and performance indicators.

3. Insight-Driven Stakeholder Alignment
- Align cross-functional teams, including Product, Operations, Marketing, and other relevant departments, around shared data and insights.
- Ensure transparency regarding scope, progress, and priorities through data-driven reporting.
- Manage trade-offs and support decision-making based on business impact and data-backed evidence.

4. Performance Monitoring & Feedback Loops
- Continuously monitor KPIs and evaluate the effectiveness of initiatives.
- Collaborate with the Intelligence team to analyze results and generate actionable insights.
- Identify performance deviations and implement data-driven corrective actions.
- Establish feedback loops between execution, analysis, and continuous improvement.

5. Data-Backed Issue & Crisis Management
- Identify execution risks through data signals and performance indicators.
- Manage issues and critical incidents through rapid impact analysis.
- Facilitate timely decision-making during critical situations based on data and evidence.

6. Post-Mortem Analysis & Organizational Learning
- Conduct post-mortem reviews for major initiatives and incidents.
- Perform root cause analysis using data and supporting evidence.
- Document lessons learned and share key findings across relevant teams.
- Translate learnings into actionable improvements in processes and frameworks.

7. Continuous Improvement & Execution Excellence
- Implement established standards and execution frameworks.
- Continuously improve program management processes based on performance data.
- Contribute to developing best practices for initiative execution.
- Use data-driven benchmarking to improve execution quality and effectiveness.

Requirements
- Education & Professional Experience
- Academic background in Management, Engineering, or related fields.
- At least 5 years of relevant professional experience in online businesses, customer experience, or business analysis.

Technical & Professional Competencies
- Strong data analysis skills and the ability to translate insights into actionable initiatives.
- Stakeholder management and cross-functional collaboration skills.
- Strong business acumen and understanding of business impact.
- Experience in project and program management and execution.
- Strong problem-solving and analytical thinking skills.
- Systems thinking and the ability to understand complex interdependencies.
- Strategic thinking and decision-making capabilities.
- A holistic, 360-degree perspective on business challenges and opportunities.

Behavioral Competencies
- Ability to manage ambiguity and navigate uncertain situations.
- Adaptability in dynamic and changing environments.
- Resilience when facing challenges and setbacks.
- Ability to manage stress and perform effectively under pressure.
- Strong influencing and persuasion skills.
- A high sense of ownership and accountability.