CX Program Manager, APAC

About the role

As the CX Program Manager for APAC, you will be the primary connection point between Customer Experience and the broader business. You will ensure CX teams are informed, prepared, and operationally ready for customer-impacting initiatives across the APAC region.

You will be the regional subject matter expert for launches, promotions, product changes, content releases, market expansion initiatives, and other business developments that may impact Customer Experience. You will gather information from multiple departments, assess customer support impacts, coordinate readiness activities, and ensure Customer Experience teams have the information they need to deliver exceptional customer experiences. You will advocate for the Customer Experience team by providing feedback and input to influence decisions and ensuring that you represent the CX perspective.

In the role of CX Program Manager, APAC, you will report to the Senior Manager, CX Enablement.

We are considering applicants for the location of Mumbai, India.

Core Areas of Responsibility

Launch Readiness & Program Management

• Oversee end-to-end Customer Experience launch readiness for APAC customer-impacting initiatives.
• Coordinate launch planning and readiness activities for promotions, product launches, content releases, platform changes, market expansions, and other business-critical initiatives.
• Develop and maintain launch timelines, readiness plans, risk assessments, and action trackers.
• Ensure Customer Experience teams are informed, prepared, and aligned ahead of launches.
• Facilitate launch readiness reviews and drive accountability across stakeholders.
• Lead post-launch retrospectives and continuous improvement initiatives.

Stakeholder Management & Communication

• Be the primary Customer Experience representative for APAC initiatives.
• Build strong partnerships with Product, Marketing, Commerce, Content, Legal, Operations, Localization, and other cross-departmental teams.
• Maintain proactive communication with regional stakeholders to identify upcoming initiatives and business changes.
• Represent Customer Experience in meetings outside the CX organization and advocate for CX team needs.
• Establish yourself as a trusted advisor and extension of Customer Experience for regional stakeholders.
• Ensure critical information is communicated clearly, consistently, and at the right time.

Customer Experience Impact Assessment

• Evaluate upcoming initiatives and determine potential impacts to Customer Experience operations.
• Identify customer support risks, operational dependencies, process implications, and training requirements.
• Challenge assumptions and critically assess information to ensure CX receives the most relevant and actionable insights.
• Escalate risks and recommend mitigation strategies when needed.
• Advocate for the customer and agent experience throughout launch planning and execution.

Insights, Analytics & Continuous Improvement

• Lead launch retrospectives and post-launch reviews.
• Review support trends, and customer insights to improve launch preparedness
• Identify cross-team opportunities to improve launch readiness, stakeholder communication, and operational execution.
• Track launch outcomes and recommend improvements based on >About our Values

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