Lead, Customer Experience Program Manager

At SolarWinds, we're a people-first company. Our purpose is to enrich the lives of the people we serve - including our employees, customers, shareholders, partners, and communities. Join us in our mission to help customers accelerate business transformation with simple, powerful, and secure solutions.

The ideal candidate thrives in an innovative, fast-paced environment and is collaborative, accountable, ready, and empathetic. We're looking for individuals who believe they can accomplish more as a team and create lasting growth for themselves and others. We hire based on attitude, competency, and commitment. Solarians are ready to advance our world-class solutions in a fast-paced environment and accept the challenge to lead with purpose. If you're looking to build your career with an exceptional team, you've come to the right place. Join SolarWinds and grow with us!

About the Role

We are looking for a highly organized and analytically minded Program Manager to support cross-functional customer experience and go-to-market initiatives. This role sits at the intersection of Customer Experience, Business Units, Product, Marketing, Support, and Customer Success, helping drive customer listening programs, market insights, operational coordination, and strategic initiatives across the organization.

The ideal candidate combines strong program management capabilities with analytical thinking, stakeholder management, and curiosity about customer and market trends.

Key Responsibilities

Customer Listening & NPS Programs

Support execution of relational and transactional NPS/customer feedback programs

Coordinate survey launches, communications, reporting timelines, and follow-up actions

Partner with Business Units and functional teams to review customer sentiment trends and identify opportunities for improvement

Track and manage action items resulting from Voice of Customer (VoC) insights

Help drive closed-loop feedback processes and customer follow-up coordination

Cross-Functional Program Management

Manage cross-functional initiatives across Customer Experience, Product, Support, Marketing, and Customer Success teams

Coordinate meetings, timelines, deliverables, and stakeholder communication

Maintain project trackers, dashboards, and program documentation

Ensure alignment between teams on priorities, milestones, and dependencies

Market Research & Insights

Conduct market, competitor, and industry research to support strategic decision-making

Analyze customer trends, feedback themes, adoption patterns, and engagement signals

Assist in synthesizing qualitative and quantitative insights into executive-ready summaries and presentations

Support benchmarking and best-practice research related to customer experience and go-to-market strategy

Analytics & Reporting

Partner with analytics and operations teams to help build dashboards and reporting views

Organize and interpret customer feedback data from multiple sources

Identify trends, recurring themes, and opportunities for operational improvement

Support preparation of leadership updates, presentations, and business reviews

Qualifications

5+ years of experience in Program Management, Customer Experience, Operations, Marketing, Business Strategy, or related roles

Experience supporting cross-functional or go-to-market initiatives in a technology company preferred

Strong organizational and project management skills with attention to detail

Analytical mindset with ability to interpret data and synthesize insights

Strong written and verbal communication skills

Comfortable working across multiple stakeholders and managing competing priorities

Experience with tools such as Salesforce, Tableau, Excel/Google Sheets, PowerPoint, survey platforms, or similar systems is a plus

Preferred Traits

Curious and proactive problem solver

Strong follow-through and accountability

Comfortable operating in ambiguity and fast-paced environments

Ability to balance operational execution with strategic thinking

Customer-centric mindset with interest in improving customer journeys and experiences

Example Areas of Work

Running and coordinating NPS programs

Partnering with Business Units on customer sentiment reviews

Supporting customer journey initiatives

Conducting competitor and market research

Managing Voice of Customer action tracking

Supporting executive reporting and presentations

Coordinating cross-functional customer experience programs

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