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Cx Program Manager Jobs in Laurel, MD (NOW HIRING)

Medallia

Senior CX Advisor

Mclean, VA · On-site

$138K - $138K/yr

We are seeking a Senior Manager to advise clients on CX strategy, program governance, and the modernization of their experience programs, with deep expertise in the Financial Services industry. This ...

Amazon

Sr. Program Manager, Alexa Preview

Arlington, VA · On-site

We're a group of fun-seeking individuals and encourage each other's individual growth while delivering excellent CX to the customers. BASIC QUALIFICATIONS - 5+ years of program or project management ...

BLN24

Project Manager

Mclean, VA · On-site

Experience supporting customer experience (CX), survey research, program evaluation, analytics, or organizational improvement initiatives. * Experience managing federal contracts or BPA task orders.

BLN24

Project Manager

Mclean, VA · On-site

Experience supporting customer experience (CX), survey research, program evaluation, analytics, or organizational improvement initiatives. * Experience managing federal contracts or BPA task orders.

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All JobsCx Program JobsCx Program Manager JobsCx Program Manager Jobs in Laurel, MD

Cx Program Manager information

See Laurel, MD salary details

$38.2K

$106.5K

$155.7K

How much do cx program manager jobs pay per year?

As of Jul 29, 2026, the average yearly pay for cx program manager in Laurel, MD is $106,543.00, according to ZipRecruiter salary data. Most workers in this role earn between $78,800.00 and $131,400.00 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 job categories do people searching Cx Program Manager jobs in Laurel, MD look for? The top searched job categories for Cx Program Manager jobs in Laurel, MD are:
Cx Program Manager jobs near you
Senior CX Advisor

Senior CX Advisor

Medallia

Mclean, VA • On-site

$138K - $138K/yr

Full-time

Medical, Dental, Vision, Life, Retirement

Posted 20 days ago

Job description

Overview
Medallia is the pioneer and market leader in Experience Management. Our award-winning SaaS platform, Medallia Experience Cloud, leads the market in the understanding and management of experience for candidates, customers, employees, patients, citizens and residents.
We are more than a software company. We want to be known as a company that does the right thing, no matter the challenge or controversy. We are committed to creating a culture that values every person and every experience. Individual life experiences shape the way we interact with the world, which is why we encourage people to bring their whole selves to work each day. The strength of our global workforce is the most significant contributor to our success.
We believe: Every Experience Matters. Talent is Everywhere. All Belong Here.
At Medallia, we hire the whole person.
About This Role:
Medallia Experience Advisors partner with our clients and internal Medallia teams as strategic advisors on the most complex challenges in Customer Experience. Every advisor has personally built or led CX programs, and clients rely on that experience when the path forward requires expertise, not just execution. We are seeking a Senior Manager to advise clients on CX strategy, program governance, and the modernization of their experience programs, with deep expertise in the Financial Services industry. This includes guiding clients beyond survey-based listening toward omnichannel signal capture (contact center, digital, operational data) and AI-augmented insight. Internally, the advisor provides thought leadership, training, and mentorship to advance CX expertise across the organization. Externally, the advisor represents Medallia through articles, webinars, and conference participation.
Responsibilities
  • Advise client executives on CX strategy, organizational design, governance, and execution roadmaps that connect experience programs to business outcomes
  • Lead strategic engagements including CX Maturity Assessments, Program Assessments, Governance design, and Change Management for clients in Financial Services and adjacent industries
  • Guide clients through program modernization: expanding from survey-based listening to omnichannel signal capture, redesigning reporting to drive action, and building closed-loop feedback blueprints
  • Provide expert guidance on program design (signal capture, reporting, text analytics), setting the strategic direction and quality bar while partnering with delivery teams on execution
  • Interface with key client stakeholders and executives and effectively influence them to shape their CX program and secure executive sponsorship
  • Support clients in a variety of formats including 1) ad hoc advisory on specific CX topics or support for key meetings such as Quarterly Business Reviews 2) execution of custom projects, workshops, and training 3) dedicated engagements providing significant ongoing support to a client
  • Partner with Account Executives and Solutions Engineers on selected sales and renewal cycles, bringing practitioner credibility and CX expertise to strategic opportunities
  • Deliver consultative recommendations to clients by drawing from their Medallia program data, prior experience leading CX programs, and industry acumen
  • Contribute to the development of standardized advisory offerings and methodologies for use across the team
  • Provide mentorship, guidance, and training to internal teams to develop CX expertise within Medallia
  • Support Medallia thought leadership by contributing to articles, webinars, roundtables, conferences, etc.

Candidates based in the Tysons vicinity will be prioritized as this role is Hybrid, 3 days per week onsite.
Qualifications
Minimum Qualifications:
  • CCXP certification or the ability to become certified within 3-6 months of joining Medallia
  • 5+ years of CX experience with increasing responsibility in a delivery or practitioner role building and leading transformational CX programs
  • Expertise across several CX functions in areas such as Program Design (Survey, Reporting, Text Analytics, Closed Loop), Adoption and Engagement, Communication Strategy, Training, Actionable Insights, Governance, Driving action, Value Realization, Customer Journey Mapping, Executive Reporting, Change Management, etc.
  • Strong expertise in the Financial Services industry (banking, insurance, etc)

Preferred Qualifications:
  • Experience advising at the executive level, shaping CX strategy and securing sponsorship with senior stakeholders
  • Familiarity with omnichannel listening approaches (contact center, digital, operational data) and the application of AI to experience data
  • Ability to independently lead and facilitate client engagements based on your CX and vertical expertise
  • Experience facilitating and delivering workshops, presentations, etc. across a wide range of stakeholders
  • Comfort engaging in sales and renewal conversations alongside commercial teams
  • Ability to manage ambiguity and synthesize complex information into meaningful messages and recommendations
  • Ability to work creatively and analytically to solve problems
  • Strong familiarity with CX Technology platforms like Medallia and others
  • Willingness to travel, to be determined by client needs and individual's geographic location and abilities

Medallia is committed to equal pay and transparency. The annual base salary range for this position is $125,600-$171,000. Please note that the salary range information provided is a general guideline and combines all of the distinct labor markets within the US. It is uncommon for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on a variety of factors. Medallia considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, candidate's work location, education/training, key skills, internal peer equity, external market data, as well as, market and business considerations when making compensation decisions.
Medallia also offers competitive health and wellness benefits, including but not limited to medical, dental, vision, 401(k), short term and long term disability, life and AD&D insurance, statutory leaves, paid parental leave, and paid holidays. Benefits and eligibility may vary by location and role.
At Medallia, we celebrate diversity and recognize the value it brings to our customers and employees. Medallia is proud to be an equal opportunity workplace and is an affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or any other applicable status protected by state or local law. Individuals with a disability who need an accommodation to apply please contact us at ApplicantAccessibility@medallia.com. For information regarding how Medallia collects and uses personal information, please review our Privacy Policies.

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