Senior Customer Experience Program Manager

Do the best work of your career as a champion for small and mid-size businesses.

BILL is a leader in financial automation software for small and midsize businesses (SMBs). As a champion of SMBs, we are dedicated to automating the future of finance so businesses can thrive. Hundreds of thousands of businesses trust BILL solutions to manage financial workflows, including payables, receivables, and spend and expense management. With BILL, businesses are connected to a network of millions of members, so they can pay or get paid faster. Through our automated solutions, we help SMBs simplify and control their finances, so they can confidently manage their businesses, and succeed on their terms. 

BILL is a trusted partner of leading U.S. financial institutions, accounting firms, and accounting software providers. We have operations in San Jose, CA and Draper, UT, and are continuing to expand into other geographic locations. If you’re looking for a place that helps you do the best work of your career, look no further than BILL.

This position is based in Draper, UT  or San Jose, CA, hybrid 3x per week.

Make your impact within a rapidly growing Fintech Company

The Strategic Program Management office (SPMO) is responsible for project managing work that is part of the Customer Experience Operations (CXO) division’s strategic roadmap.  We partner with all CXO team members up through to our highest level leaders (known as LT) to execute transformative work and lead our governance process.  As a member of SPMO, you execute on operational initiatives/projects with excellence, develop trusted partnerships with our stakeholders, and drive strategic thinking across CXO.   This is done to support the evolution and transformation of our Customer Experience organization.

Specific Responsibilities include:

• Gain a deep understanding of CXO priorities and execute on projects that deliver value against CXO objectives 
• Plan, Coordinate, Lead and Govern complex must deliver projects and deliverables that align to department goals and/or CXO organizational strategy.  
• Document and track program and project results against defined milestones.  Measure and report on key project indicators.  Quantify the value of program execution
• Provide strategic insights, analytics, and assessment for projects and ad-hoc requests in support of our transformation initiatives
• Provide execution support for strategic planning and governance processes, meetings, communications, and presentations, including preparation of communications to all stakeholder audiences including executive leadership
• Identify and mitigate project risk in partnership with project teams. Escalate blockers to stakeholders and accountable leaders up through and potentially including the CXO VP
• Be a change advocate through the creation and execution of change management and communication plans for important CXO deliverables 
• Proactively assist business partners in facilitating process design and improvement activities 
• Deliver on assigned work with minimal oversight, managing across levels to solve for evolving priorities, ambiguity, and milestones.

We’d love to chat if you have:

• Minimum 5 years of related experience
• Demonstrated strong leadership skills, exceptional communication, and relationship building skills for coordinating and developing positive working relationships with external partners and internal teams. 
• Led, managed, and played an active, contributing role to project execution, governance, and delivery, including independently creating, implementing, and executing organizational processes
• Managed and facilitated meetings with a variety of stakeholders and demonstrated the ability to influence/drive consensus among cross functional teams
• Provided insight, analytics, and assessment to support planning and/or delivery of projects targeted to achieve the strategic vision or roadmap.  
• Monitored Customer Service industry trends and environment, analyzed service and operational opportunities, and leveraged key performance indicators, business trends and product developments to improve the customer experience or overall business
• Prepared presentation materials for key governance meetings, including executive and senior leadership meetings, to support the development, status, and creation of short- and long-term strategies, projects, and key deliverables.
• Ability to manage multiple projects and priorities simultaneously.

Let’s talk about benefits

• 100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP)
• HSA & FSA accounts 
• Life Insurance, Long & Short-term disability coverage
• Employee Assistance Program (EAP)
• 11+ Observed holidays and wellness days and flexible time off 
• Employee Stock Purchase Program with employee discounts
• Wellness & Fitness initiatives
• Employee recognition and referral programs

Visa Sponsorship:  Please note that this position is not eligible for visa sponsorship. Applicants must have authorization to work in the United States without requiring visa sponsorship now or in the future.