Job Description
Job Title: CX Program Manager
Duration: 4+ Months
Location: Remote
Role Overview
As the CTR Program Manager, you will oversee execution of Help Center rewrite—ensuring all customer-facing content is delivered accurately, on time, and in alignment with governance standards.
You will coordinate across multiple workstreams involving CTR Content Strategists, Product Managers, Legal, and Global CX Programs.
This 4-month contract role is ideal for a highly organized, execution-focused operator who excels at managing complex timelines, stakeholder alignment, and cross-functional delivery in fast-moving environments.
What You’ll Be Doing
Program execution: Manage the full project plan for the Help Center rewrite, tracking milestones, dependencies, and delivery across all content workstreams.
Cross-functional coordination: Partner with Product Managers, Legal, and Global CX Programs to drive timely reviews, unblock approvals, and ensure end-to-end alignment.
Workflow management: Maintain the central tracker capturing article ownership, vertical, status, taxonomy completion, PM and Legal approvals, and publication readiness.
Quality and governance: Enforce process adherence, escalation paths, and review cycles to maintain accuracy, consistency, and compliance across all deliverables.
Reporting and communication: Provide weekly progress summaries, throughput metrics, and risk assessments to leadership; proactively surface blockers and recommend solutions.
Process optimization: Identify and implement efficiencies to streamline production, review, and publication workflows.
Partner enablement: Ensure clear, consistent communication with all stakeholders, reinforcing expectations, timelines, and ownership.
Skills
Program management expertise: 3+ years of experience managing complex content, operations, or CX programs, preferably in high-growth or tech environments.
Operational rigor: Proven success driving large-scale initiatives with multiple stakeholders and tight timelines.
Cross-functional leadership: Strong communication and influence skills, capable of aligning teams across Product, Legal, and CX.
Content systems knowledge: Familiarity with structured content workflows and tools such as Contentful, Jira, Asana, or Smartsheet.
Analytical and detail-oriented: Comfortable managing trackers, reporting on metrics, and monitoring throughput and quality.
Adaptability and ownership:
Highly proactive, solution-oriented, and able to thrive in a fast-paced, changing environment.
Experience in crypto, tech, or regulated industries
Background in CX, content operations, or large-scale migration programs
Familiarity with localization or AI-driven content enablement frameworks