Senior IT Customer Experience Program Manager and Agile Coach

Location:

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Manage the entire customer experience program lifecycle, from initiation to closure, ensuring on-time and on-budget delivery with a primary focus on improving customer-centric metrics.

• Serve as the primary liaison between program stakeholders, including customer experience teams, marketing, sales, and IT development, to ensure alignment and success in delivering enhanced customer experiences.

• Develop, execute, monitor, and revise program plans, ensuring customer experience goals and objectives are central to all initiatives.

• Plan and facilitate project meetings, status updates, and Agile ceremonies within the programs, including sprint planning, daily stand-ups, sprint reviews, and retrospectives, with a constant focus on delivering value to the customer.

• Identify and resolve program-level issues, escalating to stakeholders as necessary, with a clear understanding of the potential impact on the customer experience.

• Determine program resource requirements, negotiate availability with relevant department heads, and allocate resources effectively to support customer experience initiatives.

• Lead, coach, and inspire project team members within the programs to deliver results while maintaining high levels of engagement and productivity, emphasizing the importance of a customer-first mindset.

• Provide Agile coaching to foster adoption of principles and best practices, ensuring a focus on iterative delivery, customer feedback integration, and rapid value realization for the customer.

• Work closely with stakeholders, including customer experience teams and end-users, to understand needs, pain points, and opportunities for improvement, translating these into strategic program initiatives.

• Maintain clear communication channels to address program progress, risks, and issues, with specific and proactive communication to customer-facing teams and relevant stakeholders.

• Manage program budgets, including monitoring costs and addressing variances, ensuring investments are aligned with customer experience strategy and deliver measurable returns.

• Facilitate the selection and implementation of technologies and tools that directly enhance the customer experience.

• Document and assess project change requests within the programs and implement necessary adjustments, always evaluating the potential impact on the customer journey and satisfaction.

• Prepare and deliver progress reports to stakeholders, ensuring transparency and accountability at the program level, clearly articulating the impact on key customer experience metrics.

• Identify interdependencies and potential conflicts between various customer experience projects within the program.

• Coordinate activities across multiple customer-focused projects to ensure cohesive and seamless customer experiences across all touchpoints.

• Develop and maintain program-level roadmaps and timelines specifically for customer experience initiatives.

• Facilitate program-level governance and decision-making processes, ensuring customer experience is the primary driver for strategic choices.

• Monitor and report on overall program health, including risks, issues, and dependencies, with a strong emphasis on potential impact to customer satisfaction and loyalty.

• Ensure alignment of customer experience programs with the overall business strategy and customer-centric vision of the organization.

• Collaborate closely with customer experience research and analytics teams to understand customer behavior, feedback, and identify areas for improvement that can be addressed through IT programs.

• Define and track key performance indicators (KPIs) specifically related to customer experience for IT programs, such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), and customer retention rates.

• Facilitate the collection and analysis of customer feedback (surveys, interviews, etc.) to inform program decisions, prioritize initiatives, and ensure continuous improvement of the customer experience.

• Champion a customer-centric culture within the IT organization and across project teams.

REQUIRED EDUCATION:

• Bachelor's Degree in Management Information Systems, Computer Science, Business, or equivalent work experience.

• PMP Certification and Agile Certification (e.g., Certified ScrumMaster, SAFe Agile Certification) are required.

REQUIRED LENGTH AND TYPE OF EXPERIENCE:

• 8+ years of IT project management or lead systems analysis experience.

• Demonstrated expertise in full life cycle project implementation and support.

• Complex global application implementation experience preferred.

• Proven experience coaching teams in Agile and Scrum methodologies and facilitating Agile ceremonies.

• High proficiency with Google Suite and Smartsheet.

• Exceptional interpersonal skills to engage and inspire diverse teams.

• Excellent written and verbal communication skills, including the ability to present to large audiences and interact effectively at all organizational levels.

• Demonstrated ability to analyze complex business processes and develop innovative, practical solutions.

• Comprehensive knowledge of project management methodologies and tools, with a focus on delivering on time and within budget.

• Adept at identifying risks and implementing mitigation strategies while resolving project issues efficiently.

• Expertise in IT systems, including project management tools and enterprise applications.

• Experience in distribution or chemical manufacturing is a plus.

• Capacity to manage multiple priorities in a dynamic, fast-paced environment.

• Willingness and ability to travel as required.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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We care about and support our Airgas Families. This is evident not only through our competitive compensation but also through a comprehensive benefits package that includes medical, dental, and vision plans, vacation, sick time, floating holidays, and paid holidays for full-time employees.

We provide a progressive parental leave package for our eligible Airgas parents, offering generous paid time off for the birth or placement of children, including 14 weeks of paid child birth benefit for birth mothers on leave, as well as paid parental leave benefits for other associates.

Additionally, we offer our employees a 401k plan with company matching funds, tuition reimbursement, discounted college tuition for employees' dependents, and an Airgas Scholarship Program for dependent children.

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Your differences enhance our performance

At Airgas, we are committed to building a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.

We welcome and consider applications from all qualified applicants, regardless of their race, gender, sexual orientation, religion, disability or any other protected characteristic. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.

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Equal Employment Opportunity Information

We are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.

Please click here to view the EEO Know Your Rights poster and here to view the Pay Transparency Nondiscrimination poster. Airgas, an Air Liquide Company invites any applicant and/or employee to review the Company's written Affirmative Action Plan or Policy Statement. This plan or policy statement is available for inspection upon request.

Airgas, an Air Liquide Company and its group of companies does not discriminate against qualified applicants with disabilities and is committed to providing reasonable accommodations to the known disabilities of such individuals so as to ensure equal access to benefits and privileges of employment. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact us by email at us-accommodationrequest@airgas.com.

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