Customer Experience Program Manager Jobs in Maryland

This hybrid role is based in our Tampa, Florida office. The current onsite expectation is two days per week (Tuesdays and Wednesdays), with additional in-office presence as needed based on business needs.

The Employee Experience Program Manager is responsible for bringing the organization’s employee growth strategy to life through exceptional program execution, employee experiences, and operational excellence. Working closely with the Capability & Growth Leader and other People Team partners, this role helps build and scale the experiences that shape how employees join, learn, grow, and connect throughout their careers. From onboarding and leadership development to Employee Resource Groups (ERGs), performance processes, and career growth initiatives, the Employee Experience Program Manager plays a critical role in creating experiences that employees find valuable, engaging, and impactful. While this role manages day‑to‑day program operations, communications, logistics, reporting, and stakeholder coordination to ensure a consistent and high‑quality employee experience, it is not just a traditional HR coordination role. The ideal candidate approaches employee programs with a customer mindset, continuously looking for ways to improve experiences, simplify processes, increase engagement, and drive measurable outcomes. We are looking for someone who is energized by building, experimenting, and leveraging technology—including AI‑enabled tools and automation—to create scalable solutions for a growing organization. Operating within a lean and highly collaborative team, this role offers significant exposure to enterprise‑wide initiatives and the opportunity to help shape the future of employee experience, learning, and growth. Success will require strong execution, curiosity, creativity, attention to detail, and a passion for continuously improving the employee experience. While experience in Talent Management, Learning & Development, Organizational Development, or Human Resources is valuable, we are equally interested in candidates from Product Management, Sales Enablement, Customer Success, Community Building, Operations, Events or other disciplines focused on creating exceptional experiences.

• Design and continuously improve employee experiences using program participation, engagement, and effectiveness metrics and feedback to test new approaches and rapidly iterate.

• Serve as an advocate for the employee experience by identifying friction points and proposing and implementing creative solutions that continuously improve usability, adoption and satisfaction.

• Identify opportunities to increase efficiency, scale and employee engagement through automation, AI‑enabled tools, and innovative technologies.

• Collaborate with cross‑functional stakeholders to ensure successful implementation of employee growth and learning initiatives.

• Employee Engagement:

  • Coordinate and administer employee onboarding and orientation programs, ensuring a positive and engaging new hire experience.

  • Serve as a primary operational liaison for Employee Resource Groups (ERGs), supporting planning, communications, event coordination, and reporting.

• Capability Building:

  • Manage logistics, communications, scheduling, registration, and participant support for immersive learning and employee growth initiatives.

  • Maintain and administer learning systems, development resources, career growth tools, program documentation, participation records, and reporting dashboards.

• Growth:

  • Administer and support the performance review process, including timelines, communications, reporting, and stakeholder coordination.

• General:

  • Coordinate internal and external events, including logistics, materials, vendor management, and attendee communications.

  • Support management of learning budgets, invoices, purchase orders, and related administrative processes.

  • Conduct research on industry trends, benchmark practices, and emerging solutions.

  • Lead and participate in special projects and initiatives as assigned.

• Maintain compliance with lnovalon’s policies, procedures and mission statement.

• Adhere to all confidentiality and HIPAA requirements as outlined within lnovalon’s Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position.

• Fulfill those responsibilities and/or duties that may be reasonably provided by lnovalon for the purpose of achieving operational and financial success of the Company.

• Uphold responsibilities relative to the separation of duties for applicable processes and procedures within your job function.

• We reserve the right to change this job description from time to time as business needs dictate and will provide notice of such.

• Bachelor’s Degree in Arts/Sciences (B.A./B.S.) in a related field or comparable professional/career experience required

• 5+ Years of experience in Human Resources, Learning and Development, Program Management, Employee Experience, Customer Success, Sales Enablement, Operations, Community Management, Event Management, or a related field required

• Demonstrated ability to coordinate and execute multiple programs, events or customer‑facing initiatives simultaneously with a focus on adoption, engagement and outcomes.
• Strong project coordination and organizational skills with exceptional attention to detail.
• Experience leveraging technology, automation, AI tools or digital platforms to improve processes and employee or customer experiences.
• Excellent written and verbal communication skills and experience developing communications, presentations, reports, and program materials.
• Strong customer-service and user‑experience mindset with an ability to build positive working relationships across all levels of the organization.
• Comfort working in environments with evolving priorities and the opportunity to build new processes, resources, and experiences from the ground up.
• Strong analytical and reporting capabilities with experience monitoring participation and program metrics and the ability to translate participation data, employee feedback, and program metrics into actionable recommendations.
• Ability to administer LMS.
• Self‑motivated with an ability to identify problems, propose solutions, and independently drive improvements with limited direction.
• Experience supporting employee engagement, learning, onboarding, or culture‑related initiatives preferred but not required.
• Highly proficient skills in Microsoft Word, PowerPoint, Excel, Teams, and related collaboration and learning technologies.

• This is a primarily sedentary role. The employee is regularly required to sit, talk, and hear for extended periods of time, and also required to repetitively use manual labor to operate a computer keyboard and other office equipment.
• The employee may occasionally need to stand, walk, or lift and/or move up to 10 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position is not eligible for immigration sponsorship (e.g. H-1B, TN, or E-3). Applicants must be authorized to work in the United States as a condition of employment. (This is only applicable for US‑based positions).

If you don’t meet every qualification listed but are excited about our mission and the work described, we encourage you to apply. Inovalon is most interested in finding the best candidate for the job, and you may be just the right person for this or other roles.

By embracing inclusion, we enhance our work environment and drive business success. Inovalon strives to provide equal opportunities to the communities where we operate and to our clients and everyone whom we serve. We endeavor to create a culture of inclusion in which our associates feel empowered to bring their full, authentic selves to work and pursue their professional goals in an equitable setting. We understand that by fostering this type of culture, and welcoming different perspectives, we generate innovation and growth.

Inovalon is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirement.

To review the legal requirements, including all labor law posters, please visit this link.

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