Senior Customer Experience Program Manager

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Innovate with purpose

At BILL, we believe in empowering the businesses that drive our economy. By replacing outdated financial processes with innovative tools, we help businesses—from startups to established brands—make smarter decisions and gain control of their operations. And we don’t stop there: we’re creating the future of financial automation so businesses can spend more time on what matters.

Working here means you become part of a vision-driven team that’s ready to tackle challenges and build cutting-edge solutions. We value purpose, drive, and curiosity—and we thrive in a fast-paced, ever-changing environment. Whether in one of our offices in San Jose, CA, Draper, UT, or in a remote-eligible role, BILLders collaborate to deliver real impact for businesses that need more time in their busy weeks.

BILL builds high performing teams and we seek to hire the best talent for every role. We're committed to building a workplace that fosters inclusion and diverse perspectives, valuing each person’s unique skills and experiences. We’d love to hear from you—you might be just what we’re looking for, whether in this role or another.

✨ Let’s give businesses more time for what matters.

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.

The estimated salary  range for this role is noted below for our San Jose based role.  Our ranges for each role and job level are based on a variety of factors including candidate experience, expertise, and geographic location and may vary from the amounts listed above. The role is also eligible for a competitive benefits package that includes: medical, dental, vision, life and disability insurance, 401(k) retirement plan, flexible spending & health savings account, paid holidays, paid time off, and other company benefits.

San Jose pay range

$102,800—$128,500 USD

What’s in it for you?

Redefining how businesses automate their work is a fast-paced, exciting, and fun environment. But we also have benefits and perks to ensure the magic isn’t only experienced by our customers, but by our employees as well.

Here is a preview of some of the amazing benefits here at BILL:

• 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
• And much more

Don’t believe us? Check out our culture, benefits, and teams on our career site, LinkedIn Life, or YouTube pages.

BILL is an Equal Opportunity Employer. We believe our best ideas come from the unique stories, perspectives, and experiences of our team members. We welcome people of all backgrounds, abilities, and identities to bring their authentic selves and contribute to our culture.

We are committed to a transparent, inclusive hiring process that reflects our values. If you need accommodations at any stage, please contact interviewaccommodations@hq.bill.com. To ensure a fair evaluation, our Candidate Integrity Policy prohibits the use of unapproved external assistance, including generative AI, during live interviews or assessments. Doing so will result in a review and potential disqualification.

Our Applicant Privacy Notice describes how BILL treats the personal information it receives from applicants.