Program Manager, Customer Experience

Description

Port is the Agentic SDLC Platform. The way engineering teams build software is constantly evolving, and every new wave - such as AI agents operating across the SDLC - makes engineering more powerful, but also more complex and chaotic.

Port turns that chaos into control: one platform to build, govern, and operate the software development lifecycle, enabling every team to move as fast as technology allows.

Following our $100M Series C funding round, we are entering an exciting stage of significant growth and global expansion. As a product-led company, we believe the recipe for success is a world-class product that speaks for itself.

We are seeking a strategic, data-driven Program Manager to lead and scale our Customer Experience (CX) programs. This individual will play a key role in translating the CX vision into measurable business value, building operational frameworks, and implementing scalable processes that enhance customer satisfaction and drive long-term impact.

As the Program Manager, you will partner cross-functionally to align CX initiatives with business objectives, create systems to track and measure program outcomes, and continually optimize operations through data insights and structured experimentation

Key Responsibilities

• Execute Vision to Value: Translate the CX strategic vision into tangible, scalable programs that deliver measurable customer and business impact.
• Program Design & Execution: Lead the end-to-end development and implementation of scalable CX initiatives across multiple customer segments and touchpoints.
• Impact Frameworks: Design and implement frameworks to measure program effectiveness, including defining KPIs, tracking progress, and assessing ROI.
• Data-Driven Decisions: Use quantitative and qualitative data to assess performance, uncover insights, and make informed decisions that improve program outcomes.
• Cross-Functional Collaboration: Partner with CS, Product, Support, Marketing, Sales, and Analytics teams to ensure seamless program execution and alignment with broader business goals.
• Process Optimization: Identify inefficiencies in CX delivery and drive continuous improvement through automation, standardization, and scalable workflows.
• Reporting & Communication: Develop precise, concise reporting mechanisms and communicate program performance, risks, and opportunities to stakeholders and leadership.

Requirements

• 5+ years of experience in program management, operations, or customer experience roles, preferably in a B2B or scaled service environment.
• Proven success in managing and scaling cross-functional programs.
• Strong analytical and data storytelling skills; ability to derive insights and drive action from large data sets.
• Experience developing frameworks to measure program success and linking outcomes to business KPIs.
• Exceptional communication, stakeholder management, and organizational skills.
• Strong proficiency in project management tools (e.g., Notion, Asana, Jira, Smartsheet) and data tools (e.g., Excel, Looker, Tableau)
• Based in Boston or Austin with ability to be in-office 3 days per week