Derex Technologies Inc
IT consulting, staffing solutions and software services
LeadProgramManager–CustomerExperienceTransformation
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“Lead Program Manager – Customer Experience Transformation at Derex Technologies Inc. Skills: Program Management, Customer Experience, Transformation. Lead enterprise CX transformation programs. Drive cross-functional execution”
What You'll Achieve.
Improving Customer Satisfaction (CSAT); Gross Revenue Retention (GRR); Operational efficiency; Predictive customer engagement; Customer effort reduction; Service quality
Industry & Context.
Prefer EST operating hours
What They're Looking For.
Must Have
Program / Transformation Management background, Experience driving enterprise CX initiatives, Executive stakeholder management, Cross-functional leadership experience, Experience improving customer journeys and operational efficiency, Ability to drive large-scale execution in fast-paced environments
Nice to Have
AI/GenAI transformation exposure
What You'll Do.
Lead enterprise CX transformation programs
Drive cross-functional execution
Translate Voice of Customer insights
Operate effectively in ambiguous environments
Track and report metrics
How You'll Work.
Team & Collaboration
Drive cross-functional execution across Product, Engineering, Support, UX, Content, and Data teams
Process & Methodology
Program Management, Transformation Management
Full Job Description
Derex Technologies Inc specializes in providing IT consulting, staffing solutions and software services. Globally headquartered in Harrison New Jersey since 1996 Derex delivers the highest quality technology professionals and an array of customized IT talent solutions designed to improve productivity and drive results to global clients throughout North America. With over two decades of unparalleled experience, Derex provides supports to its clientele, across such industries as Systems Integration, Banking and Finance, Telecommunications, Pharmaceutical and Life Sciences, Energy, Healthcare, Technology, Transportation, and local and federal Government agencies. Role : Lead Program Manager – Customer Experience Transformation Location : US Remote (Prefer EST operating hours) Duration : 3 Months Contract (Potential Extension) Client Team : Customer Experience Office (CXO) Reports To : Sr. Director, Global Customer Experience Job Summary: Client is scaling an AI-first operating model focused on improving Customer Satisfaction (CSAT), Gross Revenue Retention (GRR), operational efficiency, and predictive customer engagement. This role will lead enterprise-wide CX transformation initiatives across Product, Engineering, Customer Support, Data, UX, and Content teams. Key Responsibilities: • Lead enterprise CX transformation programs including: * GenAI-powered self-service * Unified Service Delivery * Predictive Customer Engagement * Customer Onboarding • Drive cross-functional execution across Product, Engineering, Support, UX, Content, and Data teams • Translate Voice of Customer insights and operational data into actionable programs and use cases • Define program scope, sequencing, KPIs, success metrics, and execution strategy • Operate effectively in ambiguous environments and create structure, ownership, and accountability • Track and report metrics tied to: * CSAT * GRR * Customer effort reduction * Service quality * Operational efficiency Required Experience: • Strong
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