Senior Program Manager - Customer Experience

Senior Program Manager - Customer Experience

Location: Denver / Belmont

About the Role
RingCentral is seeking an experienced Program Management leader to lead a transformative program designed to systematically identify, prioritize, and permanently resolve the root causes of recurring customer experience issues. We're seeking an experienced Program Management leader to build and lead this critical initiative from the ground up.

This is a high-visibility role reporting to the AVP of Customer Experience with direct access executive leadership. You'll have the authority to challenge existing processes, set strategic priorities, and drive organization-wide change that directly impacts customer satisfaction and operational efficiency.

What You'll Do

• Drive Strategic Prioritization: Evaluate incoming process optimization opportunities across the customer journey, assess business impact, and build a executable roadmap aligned to company objectives
• Challenge the Status Quo: Question legacy processes, identify systemic inefficiencies, and advocate for transformational change-even when it requires difficult organizational shifts
• Execute With Precision: Own end-to-end program delivery, from problem definition through solution implementation and measurement of business outcomes
• Lead Cross-Functional Collaboration: Partner with Engineering, Product, Operations, Sales, Support and Enablement leadership to secure resources, align priorities, and drive adoption of new processes
• Present to Executive Audiences: Deliver compelling narratives to executives, translating complex operational issues into strategic business impact and ROI
• Build and Develop Team: Hire, mentor, and lead Business Process Engineers and program analysts, creating a high-performing team culture
• Measure and Communicate Impact: Define KPIs, track improvements in NPS and operational metrics, and report progress with transparency and accountability

What You Bring

• 8+ years of program/project management experience, preferably in customer experience, operations, or technology transformation
• Proven track record of leading complex, cross-functional initiatives that required organizational change management
• Executive presence with exceptional communication skills-comfortable presenting to C-suite and Board audiences
• Strategic thinker who can connect operational improvements to business outcomes and financial impact
• Strong business judgment for prioritizing competing demands and making trade-off decisions with incomplete information
• Demonstrated ability to challenge constructively and influence without direct authority
• Experience with process optimization methodologies (Lean, Six Sigma, Agile) and program management frameworks
• Data-driven decision maker with ability to synthesize insights from multiple sources
• Natural collaborator who builds trust across organizational boundaries while maintaining healthy tension on standards and priorities
• PMP, Lean Six Sigma, or similar certification preferred but not required

The Ideal Candidate
You've built programs before-not just managed them. You know how to take an ambiguous mandate and turn it into a structured, executable plan. You're equally comfortable in the weeds of process details and in the boardroom articulating strategic vision. You have the courage to surface uncomfortable truths and the diplomacy to drive change without burning bridges. You measure success by outcomes, not activity.

Why This Role Matters
This is an opportunity to drive a a strategic imperative for RingCentral's customer experience transformation. You'll have executive sponsorship, organizational mandate for change, and direct impact on how we serve thousands of customers. This role offers rare autonomy to define, build, and lead a program that will become foundational to how RingCentral operates.

What we offer:

• Comprehensive medical, dental, vision, disability, life insurance
• Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits
• Voluntary supplemental health coverage and life insurance
• 401K match and ESPP
• Paid time off and paid sick leave
• Paid parental and pregnancy leave
• Family-forming benefits (IVF, Preservation, Adoption etc.)
• Emergency backup care (Child/Adult/Pets)
• Employee Assistance Program (EAP) with counseling sessions available 24/7
• Free legal services that provide legal advice, document creation and estate planning
• Employee bonus referral program
• Student loan refinancing assistance
• Employee 1:1 coaching, perks and discounts program

About RingCentral

RingCentral, Inc. (NYSE: RNG) is a leading provider of business cloud communications and contact center solutions based on its powerful Message Video Phone(MVP) global platform. More flexible and cost effective than legacy on-premises PBX and video conferencing systems that it replaces, RingCentral empowers modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and any location. RingCentral is headquartered in Belmont, California, and has offices around the world.

RingCentral is an equal opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to providing reasonable accommodations for individuals with disabilities during our application and interview process. If you require such accommodations, please click on the following link to learn more about how we can assist you.

If you are hired in Colorado, California, Hawaii, Nevada, New York, Maryland, Washington, Connecticut, Rhode Island, the compensation range for this position is between $100,050 and $186,000 for full-time employees, in addition to eligibility for variable pay, equity, and benefits. Benefits may include, but are not limited to, health and wellness, 401k, ESPP, vacation, parental leave, and more! The salary may vary depending on your location, skills, and experience.