Digital Customer Experience Program Manager

As the Digital Customer Experience Program Manager, you will develop and implement digital-first programs aimed at enhancing customer experience and satisfaction across the entire customer journey. You will be directly responsible for helping to define and lead digital strategy across a matrixed organization with strong working relationships in Customer Success, Marketing, Sales, and Product, owning the strategy and creation that powers our cross-functional digital programs. You will do this by:

• Leveraging internal and external capabilities to define and execute our digital strategy in partnership with GTM leadership; 
• Democratize data and performance of our digital programs, leverage data in creative ways to influence decisions; and 
• Lead a data-driven approach to the development of new digital programs and the creation of new digital programs aimed at increasing conversion, adoption, and retention.

You Will:

• Establish a vision and develop a roadmap for digital success initiatives, designed to improve the digital-led and self-serve customer experience.
• Be responsible for multiple complex global customer journeys across regions, including multi-product customers, varied personas, and customer journey stages.
• Lead the strategy and design of best-in-class digital-first programs using customer journey mapping and data to deliver the right content, to the right person, at the right time.
• Collaborate cross-functionally to develop innovative and creative ways of engaging with our customers in order for them to achieve their expected business outcomes.
• Working with the Senior Scale Success Program Manager, build, maintain and monitor strategic programs across the customer journey, analyzing program impacts and making recommendations for course corrections.
• Measure and report on overall program performance and business impact, such as customer satisfaction, to inform iteration and future innovation.
• Leadership and facilitation of the Customer Experience Steering Committee, comprised of cross-functional leaders across the business intent 
• Project manage key initiatives from conceptualization to implementation.

At a minimum, you need to have:

• 5+ years of direct experience in SaaS Customer Success or Customer Experience program management.
• 3+ years of hands-on experience building digital first, omni-channel programs with a consistent track record of improved customer adoption, health and retention.
• A balanced background of strategic approach and tactical execution in an agile environment.
• Experience establishing digital and scaled engagement models within Customer Experience, Marketing, Customer Success, or Support.
• Expertise identifying trends through data analysis and turning insights into actionable outcomes.
• Excellent communication skills (verbal and written) with an ability to communicate at all levels (including C-suite), raise program issues, and mitigate project risks.
• Experience working with customer success, marketing, and analytics tools like Gainsight Journey Orchestrator, Marketo, Salesforce, Tableau and others (such as  Intercom, CommandBar/Command AI, User Flow)
• Proven track record crafting compelling and impactful customer engagements.
• Understanding of SaaS-based business models.
• Experience using data to inform strategies, measure success, segment our customer base, and experiment to optimize performance; SQL experience is a plus.
• Experience working with marketing operations teams or marketing automation tools is a plus.

Who We Are

The Company: Amplitude is filled with humble, life-long learners who are eager to help one another and the company succeed. Our values of growth mindset, ownership, and humility are core to the way we work: we’re tenacious in the face of challenges, we take the initiative to solve problems that drive our shared success, and we operate from a place of empathy and openness, seeking to understand many points of view. 

We care about the well-being of our team: We offer competitive pay and benefits packages that reflect our commitment to the health and wellbeing of our Ampliteers.

Some of our benefit programs include:

• Excellent ​Medical, ​Dental and ​V​ision insurance coverages, with 100% employer-paid premiums for employee ​M​edical, ​D​ental,​ and ​​​​​​​​Vision on select plans
• Flexible time off, ​paid holidays, and more
• Generous stipends to spend on what matters most to you, whether that’s wellness (monthly), learning and development (annual), commuter transit/parking (monthly), home office equipment (annual), and much more
• Excellent Parental benefits including​:​ 12-20 weeks of Paid Parental Leave, Carrot Fertility Benefits/Adoption/Surrogacy support, Back-up Child Care support 
• Mental health and wellness benefits including no cost employee access to Modern Health coaching & therapy Sessions and high quality physician office experience via One Medical membership (select U.S. locations only)
• Employee Stock Purchase Program​ (ESPP)​

The Product: Amplitude is the world's #1 product intelligence platform– we empower teams to use customer data to build great product experiences for growth.  We’re super proud of what we’ve built and continue to build on: a platform that enables companies to thrive. 

Other fun facts about Amplitude: 

• G2: #1 product analytics solution and #3 best software product according to the 2022 G2 Best Software report.
• Business Insider: A top tech company to bet your career on.
• Fast Company: #3 most innovative enterprise company in the world.
• Amplitude went public via a direct listing in September 2021 and is now trading under the ticker AMPL. 
• Founded in 2012, Amplitude is backed by Benchmark Capital, Sequoia Capital, IVP, Battery Ventures, Y Combinator and other top tier investors.
• We’re a global and fast-growing team! We have offices in San Francisco (HQ), New York, Vancouver, Amsterdam, London, Paris, Singapore, and employees around the world.
• Our mascot is the datamonster, who loves to chow down on numbers, charts, and graphs. Nom nom.

Amplitude’s D&I Commitment: Amplitude believes that diversity enables creation of better products, ability to solve complex problems, and drive more powerful solutions. In order to make diversity possible, we commit to striving to create an environment of inclusion: an environment focused on psychological safety, empathy, and human connection, which will allow employees of all backgrounds to feel the care they need to thrive.

Amplitude provides equal employment opportunities (EEO). All applicants are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.

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