Total Customer Experience Program Manager
Kforce Inc.
Vancouver, WA
- Own and optimize the end to end customer journey across multiple solutions and services, ensuring experiences work cohesively rather than in isolation
- Identify and address coexistence challenges, experience overlaps, gaps, and potential conflicts when customers use multiple products, platforms, or services together
- Drive alignment across teams to ensure integrated, consistent, and intuitive experiences throughout the customer lifecycle
- Lead customer journey mapping across solutions, personas, and regions to surface complexity, dependencies, and opportunities for simplification
- Software: Curating the Out-of-Box-Experience (OOBE), defining preinstalled software, utility apps, and partner integrations
- Services: Bundling and integrating value-add services in a way that feels seamless, not-tacked on
- Content: Guiding the creation of persona-specific tips, tutorials, and welcome content
Requirements:
- Bachelor's degree in Business, Engineering, UX/HCI, or related field (or equivalent experience)
- 7+ years of experience in Program Management, Product Operations, or Customer Experience (CX) roles spanning hardware, software, and services
- Proven experience owning and optimizing end-to-end customer journeys across multiple products and solutions
- Strong expertise in Out-of-Box Experience (OOBE), 2nd OOBE, authentication, and onboarding flows, including first-run and first-time user experiences
- Demonstrated ability to identify and remediate experience friction, gaps, overlaps, and unhappy paths across customer touchpoints
- Experience leading cross-functional programs by influence, partnering with Product Management, Hardware Engineering, Software R&D, System/Platform teams, Customer Support, Marketing, Legal, and Compliance
- Hands-on experience with customer journey mapping across personas, regions, and lifecycle stages
- Strong background optimizing customer touchpoints, including OS preload experiences, system notifications, onboarding flows, go-to-market channels, awareness campaigns, and engagement moments
- Experience aligning authentication, onboarding, usability, security, compliance, and scalability requirements
- Ability to curate preinstalled software, utility applications, value-add services, and partner integrations in a seamless, customer-first manner
- Proven success developing and executing multi-year, persona-led experience roadmaps in partnership with product leaders
- Strong analytical skills with the ability to define and track experience and business KPIs (e.g., NPS, adoption, activation, retention, acquisition)
- Excellent communication, stakeholder management, and executive presentation skills
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
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About the Company
Kforce Inc.
Kforce is a solutions firm specializing in technology, finance and accounting, and professional staffing services. Our KNOWLEDGEforce® empowers top companies to achieve their digital transformation goals. We curate teams of technical experts who deliver solutions custom-tailored to each client’s needs. These scalable, flexible outcomes are shaped by deep market knowledge, thought leadership and our multi-industry expertise.
Our integrated approach is rooted in 60 years of proven success deploying highly skilled professionals on a temporary and direct-hire basis. Each year, approximately 18,000 talented experts work with the Fortune 500 and other leading companies. Together, we deliver Great Results Through Strategic Partnership and Knowledge Sharing®.