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Copado is the #1 DevOps Platform for Salesforce and the Cloud, serving 1,500+ innovative brands including Coca-Cola, T-Mobile, and Volkswagen. The company delivers an AI-enabled DevOps platform that unites non-technical admins and pro-code developers to orchestrate business application development and drive digital transformation across multi-cloud environments.
As Customer Experience Program Manager, you will report directly to the VP of CX Transformation and drive the strategic evolution of Copado's Customer Experience Operating System (CTX OS). You will lead execution of high-impact, cross-functional programs designed to modernize how Copado interacts with, supports, and enables its global customer base.
You will own the program tracking and execution of three critical pillars: the Support Omnichannel AI Front Door, Customer Transformation Communications, and the ChurnZero Operating Layer. By transforming customer experience into an AI-assisted, signal-driven response network, you will directly support commercial targets and act as the operational engine bridging data engineering, CS operations, marketing, and global support.
Key responsibilities include: planning and executing delivery of core CX Operating System programs including the Support Omnichannel AI Front Door; elevating ChurnZero as the "system of action" by collaborating with CS Operations to build automated plays, tasks, health scores, and alerts that turn customer signals into proactive success motions; and orchestrating customer transformation communications across the organization.
You will manage cross-functional dependencies, track program metrics and KPIs, ensure alignment with commercial objectives, and drive adoption of new CX tools and processes. This role requires strong program management, stakeholder coordination, and the ability to translate complex technical initiatives into business outcomes.
