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Principal Program Manager, CX Transformation

Apollo Graph

Apollo Graph

Operations
United States · Canada
Posted on Tuesday, May 21, 2024
At Apollo GraphQL, we're pioneers in GraphQL API management, empowering businesses to develop, deploy, and scale their APIs with unprecedented speed. Our mission is to redefine developers' interaction with data, unlocking the full potential of GraphQL.
Do you love driving strategic transformation programs from ideation to creation? As the first Principal Program Manager for CX Transformation at Apollo GraphQL, you will play a pivotal role in driving the transformation of customer success to enhance the delivery of value to Apollo’s customers, optimizing how teams and services are structured to deliver scalable and repeatable customer value.
You will partner with senior functional leaders across Enterprise Solutions, Scaled Success, Developer Education, Champions Community, and Technical Support, and ensure that Apollo clearly translates CX improvement goals to program execution, identify and unblock dependencies, facilitate decisions, and ensure cross-team alignment between these Customer delivery functions, and other GTM and Product peer groups, to optimize our customer experience.
If you are passionate about building a leadership culture, driving meaningful change in customer experience, and establishing operational excellence while fostering strong relationships, we encourage you to apply!

What You'll Do

  • Collaborate with senior functional leaders to outline, plan, and execute strategic initiatives to optimize how Apollo can improve the effectiveness of our Self-Service & High-Touch customer experiences.
  • Implement program management strategies to deliver these improvement objectives, streamlining operations and enhancing service delivery.
  • Coach functional teams to deploy practices for managing the state and progress of work in our work-tracking platforms.
  • Establish key performance indicators (KPIs) for evaluating program effectiveness. Identify execution gaps and promptly clean escalations for improved decision-making and prioritization.
  • Communicate progress of our programs by collaborating with primary team members on defining departmental OKRs with S.M.A.R.T language, and then regularly sharing the improvements and progress made on the transformation goals.
  • Document and maintain internal program management processes and tooling, identifying gaps in current customer delivery processes and tooling. Propose solutions to close process and tooling gaps and lead solution execution.

Who you are

  • You have strong customer success business acumen and understand the need for high touch vs scaled/education teams.
  • Your program management skills have enabled you to successfully deliver improvements in customer-facing capabilities, impact reporting, departmental comms, and strategic planning.
  • You understand the nature of cross-GTM collaboration as part of CX programs.
  • You understand process and automation transformations and how to partner with CS Ops teams to deliver measurement of goals and outcomes as part of transformation programs.
At Apollo, we strive to provide competitive, market-informed compensation whilst ensuring consistency within the team in each country. We make hiring decisions based on your skills, experience, and our overall assessment of what we learned during the hiring process.
In addition to the U.S. base salary range, we also provide equity and benefits. Apollo offers all U.S. employees a choice of 3 Anthem Blue Cross medical plans and California residents can also choose from an additional 2 Kaiser medical plans. Dental and Vision benefits are provided by Sun Life Financial.
Location: This is a remote position that can be done from anywhere in the United States or Canada.
Equal Opportunity: Apollo is proud to be an equal opportunity workplace dedicated to pursuing and hiring a talented and diverse workforce.
Privacy: California residents applying for positions at Apollo can see our privacy policy here.
E-Verify: Apollo is an E-Verify employer and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. For more information please visit E-Verify.