We are looking for a Program Manager to lead the planning and execution of high-impact strategic initiatives across the Customer Experience organization. This role ensures that our top priorities each quarter move from idea to execution through strong coordination, clear structures, and disciplined follow-through.
You will partner across Product, Sales Engineering, Customer Success, Professional Services, and Digital Success to drive alignment, track progress, and remove obstacles. This is a highly visible role that supports the entire CX leadership team and often works directly with senior executives.
The ideal candidate will thrive in fast-moving environments, brings order to complexity, and ensures cross-functional teams stay focused on delivering measurable customer and business outcomes.
Key Responsibilities
Program Leadership
* Own the structure, planning, and execution of 1 to 3 strategic priorities each quarter.
* Define program objectives, success metrics, milestones, and measurable outcomes.
* Create and maintain program plans, decision logs, risks, and mitigation strategies.
* Deliver clear, concise reporting for executives and stakeholders at regular intervals.
Cross-Functional Coordination
* Act as the connective tissue across departments including Product, Customer Success, Sales Engineering, Professional Services, Digital Success, Marketing, and Sales.
* Manage interdependencies across teams and ensure decisions are made quickly and documented.
* Facilitate working sessions, standups, and cross-team syncs to maintain alignment.
* Ensure consistent messaging, timelines, and customer-facing positioning across teams.
Asset Creation and Internal Enablement
* Build curated playbooks, communication plans, FAQs, and internal toolkits that support execution of strategic initiatives.
* Create templates, dashboards, and reporting mechanisms that scale repeatable programs.
* Partner with Education, Marketing, and Digital Success to support consistent and high-quality customer communication.
Customer Outcomes and Operational Excellence
* Track performance metrics tied to customer outcomes, CX productivity, and retention impact.
* Identify risks and bottlenecks early and drive proactive mitigation.
* Surface insights and recommendations that improve execution quality and customer experience.
* Support a culture of continuous improvement across CX programs.
Key Skills and Experience
* 3 to 5 years in program management, consulting, or a related cross-functional role.
* Strong ability to structure ambiguous problems and drive clarity.
* Proven track record of leading complex programs involving multiple teams.
* Excellent communication capabilities including verbal, written, and design skills.
* Experience in creating executive-ready reporting and facilitation.
* Experience in B2B SaaS, customer success, or professional services is a plus.
* High degree of ownership, follow-through, and comfort in a fast-paced environment.
Nice to have
* Experience/exposure with product upgrade programs
* Strategy deployment methodologies (Rythm, etc)
What’s in it for you?
* Equity as we want you to have a part of what we are building
* Unlimited Time Off Policy to promote work-life balance and well-being
* Annual learning budget to support professional growth
* Budget to set up your home office upon joining
* Enhanced parental leave and childcare benefits
* Life insurance and medical coverage through BUPA, including pre-existing conditions
* Pension contribution through The People's Pension
About us:
Our mission is to empower every business to eliminate financial crime.
By harnessing AI, a unified platform, and an extensive partner ecosystem, we help customers turn compliance into a catalyst for growth, operational resilience, and enduring regulatory trust.
More than 3,000 enterprises across 75 countries rely on our end-to-end platform and the world’s most comprehensive financial crime risk intelligence. With full-stack agentic automation, we help organizations automate up to 95% of KYC, AML, and sanctions reviews, cut onboarding times by 50%, reduce false positives by 70%, and handle 7x more work with the same staff.
ComplyAdvantage is headquartered in London and has global hubs in New York, Lisbon, Singapore, and Cluj-Napoca. It is backed by Balderton Capital, Index Ventures, Ontario Teachers’ Pension Plan, Goldman Sachs, and Andreessen Horowitz. Learn more about compliance re-engineered for the age of AI at .