We are looking for a Program Manager to lead the planning and execution of high-impact strategic initiatives across the Customer Experience organization. This role ensures that our top priorities each quarter move from idea to execution through strong coordination, clear structures, and disciplined follow-through.
You will partner across Product, Sales Engineering, Customer Success, Professional Services, and Digital Success to drive alignment, track progress, and remove obstacles. This is a highly visible role that supports the entire CX leadership team and often works directly with senior executives.
The ideal candidate will thrive in fast-moving environments, brings order to complexity, and ensures cross-functional teams stay focused on delivering measurable customer and business outcomes.
Key Responsibilities
Program Leadership
Own the structure, planning, and execution of 1 to 3 strategic priorities each quarter. Define program objectives, success metrics, milestones, and measurable outcomes. Create and maintain program plans, decision logs, risks, and mitigation strategies. Deliver clear, concise reporting for executives and stakeholders at regular intervals.
Cross-Functional Coordination
Act as the connective tissue across departments including Product, Customer Success, Sales Engineering, Professional Services, Digital Success, Marketing, and Sales. Manage interdependencies across teams and ensure decisions are made quickly and documented. Facilitate working sessions, standups, and cross-team syncs to maintain alignment. Ensure consistent messaging, timelines, and customer-facing positioning across teams.
Asset Creation and Internal Enablement
Build curated playbooks, communication plans, FAQs, and internal toolkits that support execution of strategic initiatives. Create templates, dashboards, and reporting mechanisms that scale repeatable programs. Partner with Education, Marketing, and Digital Success to support consistent and high-quality customer communication.
Customer Outcomes and Operational Excellence
Track performance metrics tied to customer outcomes, CX productivity, and retention impact. Identify risks and bottlenecks early and drive proactive mitigation. Surface insights and recommendations that improve execution quality and customer experience. Support a culture of continuous improvement across CX programs.
Key Skills And Experience
3 to 5 years in program management, consulting, or a related cross-functional role. Strong ability to structure ambiguous problems and drive clarity. Proven track record of leading complex programs involving multiple teams. Excellent communication capabilities including verbal, written, and design skills. Experience in creating executive-ready reporting and facilitation. Experience in B2B SaaS, customer success, or professional services is a plus. High degree of ownership, follow-through, and comfort in a fast-paced environment.
Nice to have
Experience/exposure with product upgrade programs Strategy deployment methodologies (Rythm, etc)
What’s in it for you?
Equity as we want you to have a part of what we are building Unlimited Time Off Policy to promote work-life balance and well-being Annual learning budget to support professional growth Budget to set up your home office upon joining Enhanced parental leave and childcare benefits Life insurance and medical coverage through BUPA, including pre-existing conditions Pension contribution through The People's Pension
About us:
Our mission is to empower every business to eliminate financial crime.
By harnessing AI, a unified platform, and an extensive partner ecosystem, we help customers turn compliance into a catalyst for growth, operational resilience, and enduring regulatory trust.
More than 3,000 enterprises across 75 countries rely on our end-to-end platform and the world’s most comprehensive financial crime risk intelligence. With full-stack agentic automation, we help organizations automate up to 95% of KYC, AML, and sanctions reviews, cut onboarding times by 50%, reduce false positives by 70%, and handle 7x more work with the same staff.
ComplyAdvantage is headquartered in London and has global hubs in New York, Lisbon, Singapore, and Cluj-Napoca. It is backed by Balderton Capital, Index Ventures, Ontario Teachers’ Pension Plan, Goldman Sachs, and Andreessen Horowitz. Learn more about compliance re-engineered for the age of AI at complyadvantage.com .
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