Who Gives A Crap
ProgramLead(CustomerExperience)
Neural analysis suggests this role is
optimal for Senior candidates.
“Program Lead (Customer Experience) at Who Gives A Crap. Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement, change management, stakeholder influence, building high-performing teams. designing and running the scalable CX operations. own the PMO for CX”
Industry & Context.
customer pain points are prioritized for the roadmap
What They're Looking For.
Must Have
proven ability to own complex roadmaps end-to-end, expert at stakeholder influence, expert at change management
What You'll Do.
designing and running the scalable CX operations
drive change management
building high-performing teams
designing and kickstarting our new Refunds
Replacements & Appeasements Framework
acting as the primary liaison for change management
building out customer workflows
translating policy decisions into processes
coaching the broader programmatic team on how to move from "gut feeling" to data-driven decision-making
facilitating 1:1s and feedback loops
How You'll Work.
Team & Collaboration
cross-functional coordination; stakeholder influence; bringing cross-functional teams along through significant shifts
Communication Scope
storytelling with data; securing stakeholder buy-in
Process & Methodology
PMO for CX, own complex roadmaps end-to-end
Full Job Description
Not all heroes wear capes — but plenty of them use toilet paper Want to challenge yourself at a purpose-led scale up AND make a difference in the world? Come join the revolootion! Funny name, serious business We make eco-friendly products and donate 50% of our profits to provide clean water and help build toilets for the billions of people who lack proper access. So far, we’ve contributed over $18 million AUD (roughly $12.5 million USD) to fund sanitation projects around the globe. Basically, we’re really good at doing good. With hubs in Australia, the Philippines, China, the US, UK and Europe, our amazing team of 200+ work to make the biggest possible impact for people and the planet. Over the next couple of years, we’re hoping to increase our annual donation tenfold to get us closer to our dream of everyone in the world having access to clean water and sanitation services. A bit about the role As our CX Program Lead, you are the architect of our scale. This is a senior leadership role responsible for designing and running the scalable CX operations that will allow us to meet our massive growth goals. You’ll own the PMO for CX, drive change management it’s about genuine strategic leadership, influencing at all levels, and building high-performing teams that feel safe to innovate. If you worked here this past month here are some things you might have been involved in Architecting the Future: Designing and kickstarting our new Refunds, Replacements & Appeasements Framework to balance cost-efficiency with a stellar customer experience. Leading Through Change: Acting as the primary liaison for change management ensuring our CX team is ready for a new feature release and that customer pain points are prioritized for the roadmap. Process Design: Building out customer workflows and translating policy decisions into processes for our CHT Storytelling with Data: Coaching the broader programmatic team on how to move from "gut feeling" to data-driven decision-making to secure
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