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Cx Program Manager Jobs in Florida (NOW HIRING)

Gainwell Technologies LLC

Process Writer

Jacksonville, FL · On-site

$44K - $62K/yr

The role involves working closely with Lean Six Sigma Black Belts and CX teams to document existing ... Assisting in the development of training programs and evaluating their effectiveness, while making ...

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Cx Program Manager information

See Florida salary details

$28.8K

$80.3K

$117.3K

How much do cx program manager jobs pay per year?

As of Jul 1, 2026, the average yearly pay for cx program manager in Florida is $80,304.00, according to ZipRecruiter salary data. Most workers in this role earn between $59,400.00 and $99,000.00 per year, depending on experience, location, and employer.

What is CX program management?

CX program management involves overseeing customer experience initiatives to improve satisfaction, loyalty, and engagement. It includes coordinating cross-functional teams, implementing strategies, and using tools like customer feedback platforms to ensure consistent service quality and achieve business goals.

Is being a TPM stressful?

Being a Technical Program Manager (TPM) can be stressful due to managing multiple projects, tight deadlines, and coordinating cross-functional teams. The role often requires strong organizational skills, problem-solving, and the ability to handle high-pressure situations, but it also offers opportunities for leadership and professional growth.

How does a CX Program Manager typically collaborate with cross-functional teams to improve customer experience initiatives?

As a CX Program Manager, you’ll regularly work with departments like product, marketing, support, and engineering to align customer experience goals with broader business objectives. This collaboration often involves leading workshops, gathering feedback from multiple stakeholders, and coordinating the implementation of new customer-centric processes or technologies. You’ll serve as a bridge between teams, ensuring everyone is informed and that customer insights are effectively translated into actionable improvements. Strong communication and project management skills are essential to keep initiatives on track and foster a unified approach to enhancing customer satisfaction.

What is the difference between Cx Program Manager vs Customer Experience Manager?

AspectCx Program ManagerCustomer Experience Manager
Primary FocusOverseeing multiple customer experience projects and initiatives across departmentsManaging overall customer satisfaction and relationship strategies
ResponsibilitiesDeveloping programs, coordinating teams, implementing CX strategiesAnalyzing customer feedback, improving service quality, customer retention
Required SkillsProject management, cross-functional collaboration, CX toolsCustomer insights, communication, service design
Work EnvironmentOften in a program or project management setting within CX teamsCustomer-facing roles, marketing, or service departments

The Cx Program Manager focuses on managing multiple CX initiatives and programs, ensuring alignment across teams, while the Customer Experience Manager concentrates on enhancing overall customer satisfaction and relationships. Both roles require strong CX knowledge but differ in scope and daily responsibilities.

What does a CX manager do?

A Customer Experience (CX) manager oversees strategies to improve customer satisfaction and loyalty by analyzing customer feedback, managing service quality, and implementing process improvements. They often collaborate with cross-functional teams, utilize customer data and tools, and may hold certifications in customer experience or related fields. Their goal is to ensure a positive and consistent customer journey across all touchpoints.

What is a Cx Program Manager?

A Cx Program Manager, or Customer Experience Program Manager, is responsible for designing, implementing, and overseeing initiatives that enhance the overall experience of a company's customers. They work across departments to align business processes, products, and services with customer needs and expectations. Their main goal is to ensure that customers have a positive and seamless interaction with the brand, which can lead to increased satisfaction, loyalty, and business growth. Cx Program Managers analyze customer feedback, identify areas for improvement, and collaborate with teams to drive customer-focused changes.

What are the key skills and qualifications needed to thrive as a CX Program Manager, and why are they important?

To thrive as a CX Program Manager, you need expertise in customer experience strategy, project management, and data analysis, usually supported by a bachelor's degree in business or a related field. Familiarity with CX platforms like Medallia or Qualtrics, CRM systems such as Salesforce, and certifications like PMP or Six Sigma are commonly expected. Strong communication, stakeholder management, and problem-solving skills help you drive cross-functional initiatives and deliver customer-centric improvements. These competencies are essential to effectively enhance customer satisfaction, increase loyalty, and align business objectives with customer needs.

What does a CX program manager do?

A CX (Customer Experience) Program Manager oversees initiatives to improve customer satisfaction and loyalty by coordinating cross-functional teams, implementing strategies, and analyzing feedback. They often use tools like CRM systems and require strong project management skills to ensure consistent delivery of positive customer experiences.
What are popular job titles related to Cx Program Manager jobs in Florida? For Cx Program Manager jobs in Florida, the most frequently searched job titles are:
What job categories do people searching Cx Program Manager jobs in Florida look for? The top searched job categories for Cx Program Manager jobs in Florida are:
What cities in Florida are hiring for Cx Program Manager jobs? Cities in Florida with the most Cx Program Manager job openings:
Cx Program Manager jobs near you
Senior Project Manager / Product Manager - Contact Center Technology & AI Servicing

Senior Project Manager / Product Manager - Contact Center Technology & AI Servicing

Strategic Staffing Solutions

Tampa, FL

$80 - $83/hr

Other

Posted 7 days ago

Job description

Job Description Digital Product Manager - Contact Center Technology & AI Servicing Locations: Tampa, FL : San Antonio, TX : Plano,TX Duration: Contract-to-Hire Client Industry: Financial Services / Insurance Job ID: U5AAJP00016899 Competitive Rate (up to $80-83/hr) Position Overview Seeking a senior-level Product Manager / Project Manager to lead the strategy, roadmap, delivery, and performance optimization of contact center and servicing technologies. This role will focus on enhancing both member/customer and agent experiences across voice, digital-assisted, and omnichannel servicing platforms. The ideal candidate will possess deep expertise in contact center technology, customer servicing operations, digital transformation, AI-driven servicing capabilities, and product management within highly regulated environments.

Key Responsibilities Product Strategy & Roadmap Define and execute product vision, strategy, and multi-year roadmaps for contact center technologies and servicing platforms. Identify opportunities to improve customer and agent experiences through technology innovation and operational improvements. Leverage customer feedback, operational metrics, call analytics, and agent insights to prioritize initiatives.

Evaluate industry trends and emerging technologies including AI-assisted servicing, intelligent automation, conversational AI, and intelligent routing. Contact Center Experience Ownership Drive enhancements across voice and digital-assisted servicing journeys. Improve agent desktop experiences, workflows, and productivity tools.

Reduce customer friction points such as repeat calls, transfers, and inefficient service processes. Partner with UX, Operations, and Technology teams to optimize end-to-end servicing experiences. Delivery & Execution Lead cross-functional Agile teams responsible for delivering contact center technology enhancements.

Translate business and operational requirements into product features and user stories. Coordinate with engineering, operations, training, support, compliance, and business teams. Manage complex programs with multiple concurrent initiatives and dependencies.

AI, Automation & Innovation Lead initiatives involving: AI-assisted agent tools Agent summarization solutions Intelligent routing Conversational AI Virtual assistants Call deflection technologies Workflow automation Evaluate emerging AI technologies and identify opportunities to improve servicing outcomes. Partner with engineering teams to deploy scalable and compliant AI solutions. Analytics & Performance Management Define and manage KPIs including: First Call Resolution (FCR) Average Handle Time (AHT) Customer Satisfaction (CSAT) Call Deflection Agent Productivity Operational Efficiency Utilize call analytics, speech analytics, and operational reporting to drive continuous improvement.

Support experimentation through pilots, A/B testing, and iterative product enhancements. Risk & Compliance Ensure adherence to regulatory, legal, and internal governance requirements. Balance innovation with operational risk management and compliance standards.

Partner with Risk, Compliance, and Legal teams throughout the product lifecycle. Required Qualifications 6+ years of Product Management, Product Ownership, Program Management, or Digital Product Leadership experience. Experience managing contact center technologies and customer servicing platforms.

Experience defining product strategy, roadmaps, and execution plans. Strong understanding of Agile, Scrum, Lean Product Development, and Lean Portfolio Management. Experience working within highly regulated industries such as: Financial Services Banking Insurance Healthcare Proven ability to influence senior leadership and cross-functional stakeholders.

Strong analytical and data-driven decision-making capabilities. Required Technology Experience Contact Center Platforms (Non-Negotiable) Genesys Cloud NICE CXone Five9 Amazon Connect Cisco Contact Center Avaya Talkdesk Verint CRM & Agent Desktop Platforms Salesforce Service Cloud Microsoft Dynamics ServiceNow Pega Zendesk Custom Agent Desktop Platforms AI & Automation Conversational AI AI Agent Assist AI Summarization Intelligent Routing Voice Bots Chatbots Generative AI Solutions Contact Center Automation Analytics Speech Analytics Call Analytics Power BI Tableau SQL Contact Center Reporting Platforms Preferred Backgrounds Financial Services Banking Insurance Contact Center Transformation Customer Experience (CX) Digital Transformation Omnichannel Servicing Call Center Modernization AI-Enabled Customer Service

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