Voc Program Manager Jobs in Atlanta, GA (NOW HIRING)

Client Experience Strategy & Journey Design 

• Own the design and continuous evolution of Aprio's client journey maps, grounded in real client insight and evolving service-delivery models. 

• Identify the moments that matter and the friction points across the journey - with early focus on high-stakes journeys such as new-client onboarding and post-M&A/transition integration - and use experience-driver analysis to prioritize the highest-impact improvements and lead their delivery. 

• Translate firm-wide CX strategy into actionable programs with measurable outcomes, managing initiatives from scoping through delivery. 

Voice of Client (VoC) 

• Design, run, and evolve the firm's VoC program end to end - surveys, listening sessions, and structured touchpoints - including closed-loop feedback. 

• Analyze VoC data to surface trends, risks, and opportunities, and turn findings into clear recommendations for leadership and practice teams. 

CX Measurement & Insight 

• Stand up and own the CX scorecard and data foundations: define baselines, driver-based NPS/CSAT/CES, and retention indicators that quantify CX ROI. 

• Tell stories with data that make insight accessible and drive decisions at the executive level. 

Client Issue Management & Service Recovery 

• Coordinate client escalations - triaging concerns, mobilizing the right resources, and owning empathetic, on-brand client communications during service recovery. 

• Build and operationalize a firm-wide client issue management capability to identify patterns in recurring issues and lead process and workflow improvements, including automation, that reduce friction and resolution time. 

Cross-Functional Collaboration & Enablement 

• Partner with Go-to-Market and Growth/Marketing teams to align CX with business development, client communications, and brand. 

• Serve as a day-to-day liaison to Partners, Industry Leaders, and Growth Leaders, embedding CX thinking across practice groups. 

• Champion a client-first mindset through CX playbooks, toolkits, training, and communication frameworks used across the firm. 

The CX Discipline  

• Deep grounding in client/customer experience as a discipline - VoC program design, journey mapping, experience-driver analysis, service/experience design, and CX measurement (NPS/CSAT/CES tied to drivers, not just tracked). 

• Demonstrated ability to turn client insight into programs that moved a measurable outcome - retention, satisfaction, effort, or revenue. 

• CX-specific certification such as CCXP (CXPA) preferred. 

How You Work 

• Dynamic and action-oriented - comfortable making decisions and moving forward with incomplete information and imperfect data, then iterating as you learn. 

• Thrives in ambiguity: takes an unstructured problem and turns it into a clear goal, an organized plan, and a defined output. 

• A systems thinker who sees how the pieces connect and where to intervene for the most leverage. 

• Pragmatic about process - values structure and process discipline, but knows when "good enough to move" beats exhaustively documenting every current-state process and branch before acting. 

Background & Approach 

• 5-7 years in customer/client experience, or in consulting, strategy, or professional services with a clear CX focus. 

• Consulting, strategy, or professional-services background a strong plus - comfort building programs from ambiguity, structuring problems, and driving executive-level outcomes with minimal oversight. 

• Experience in client success, account management, or onboarding is welcome as complementary background, but is not a substitute for CX discipline. 

Skills & Competencies 

• Strong analytical and data-storytelling skills; able to distill complex feedback into clear, actionable narratives. 

• Excellent written and verbal communication, with the presence and credibility to influence senior Partners and client-facing professionals. 

• Highly organized, with a track record of delivering on time and on scope across multiple simultaneous initiatives. 

• Process-oriented; able to translate inefficiencies into scalable solutions, including automation and workflow improvements. 

Tools & AI Fluency 

• Demonstrated use of AI tools to accelerate real work - synthesizing feedback, drafting and refining communications, building frameworks, and speeding analysis. Familiarity with Microsoft Copilot or Claude a plus. 

• Experience with a CRM (HubSpot, Salesforce, or similar). 

• Familiarity with journey-mapping tools (e.g., TheyDo, Miro, Lucidchart) and survey/feedback platforms (e.g., Qualtrics, Medallia, or similar). 

• Reporting/BI experience (e.g., Power BI) a strong plus. 

Education 

• Bachelor's degree in Business, Marketing, Communications, or a related field, or equivalent experience. 

• Master's degree or CX certification (e.g., CCXP) a plus.