Customer Experience Program Manager

POSITION SUMMARY

PRIMARY OBJECTIVES AND RESPONSIBILITIES

• Lead customer experience programs from planning through execution, including defining scope, timelines, milestones, and success criteria.
• Facilitate cross‑functional collaboration across Sales, Operations, Marketing, Quality, and Product teams.
• Track project progress, risks, and dependencies; provide clear updates to stakeholders and senior leadership.
• Manage the Customer Relationship Survey, including design, deployment, reporting, and executive‑level readouts.
• Coordinate survey sampling, communication plans, follow‑up workflows, and field engagement strategies to ensure high participation and meaningful insights.
• Analyze sales, operations and customer data to identify trends, root causes, and develop recommendations based on the insights.
• Partner with leaders to develop and implement action plans that drive measurable enhancements in customer experience and business results.
• Compile routine reporting and Business Reviews to support the sales teams in driving customer retention and growth.
• Prepare and deliver presentations for training, communications and program updates.

QUALIFICATIONS

• Bachelor’s degree in business, marketing, analytics, or a related field.
• 5+ years of experience in Customer Experience, Research, Analytics, Consulting or related roles.
• Proven project management experience; PMP or similar certification preferred.
• Experience working with Qualtrics or other survey platforms preferred.

KNOWLEDGE, SKILLS, AND ABILITIES

• Strong analytical skills with proficiency in quantitative and qualitative analysis.
• Experience with data visualization tools such as Tableau or Power BI.
• Excellent communication, both written and verbal.
• Hands‑on experience designing surveys, managing dashboards, and analyzing data within Qualtrics.
• Ability to create accurate, high‑quality customer reporting using automation and/or AI‑enabled tools.
• Strong attention to detail and ability to manage multiple priorities.
• Ability to promote a culture of customer‑centricity and lead cross‑functional collaboration.

DISCLAIMER

This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department and the company.

It is the policy of Agiliti to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender identity, sex, sexual orientation, national origin, age, physical or mental disability, genetic information, marital status, status as a veteran, military service, or any other characteristic protected by applicable federal, state, or local civil rights laws. In addition, Agiliti will provide reasonable accommodations for qualified individuals with disabilities. Agiliti strictly prohibits any form of retaliation against individuals who make good faith reports of alleged violations of this policy or who cooperate in Agiliti’s investigation of such reports. Affirmative Action Policy Statements

You may be required to obtain certain vaccinations, or provide proof of current vaccination status, based on customer and/or company requirements. If vaccination is required, Agiliti will provide specific directions and cover the expense at a participating clinic. Please note, this includes the COVID-19 vaccination.

Agiliti offers a robust suite of benefits for regular, full-time, non-union employees including: health insurance options for Medical, Dental & Vision plans, Short- and Long-Term Disability plans, Flexible Spending Accounts, Health Savings Accounts, Life Insurance Options, Paid Time Off, 401K Saving Plan with employer match, Employee Discounts, Tuition Reimbursement, Daily Pay program, Employee Assistance Program, and wellness programs.

Agiliti is an equal opportunity employer and provides reasonable accommodations to employees and applicants consistent with state and federal law.

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This range represents the low and high ends of the Agiliti pay range for this position. This base pay range information is based on the market locations shown. For sales positions, this range combines the base salary and the target incentive pay.The actual pay offered may vary depending on several factors including geographic location, experience, job-related knowledge, skills, and related factors. Dependent on the position offered, short-term and/or long-term incentives may be provided as part of the compensation. Applicants should apply via Agiliti's internal or external career site.