Program Manager – Experience

DeVry University

. Develop and implement strategic plans for optimizing the student experience in alignment with organizational objectives .

Posted 11/7/2026full-timeRemote • United StatesSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in developing and implementing customer experience strategies that optimize student engagement and satisfaction. Proficient in analyzing customer journeys and utilizing data-driven insights to drive continuous improvement and innovation in student-facing processes.

Highest-signal resume keywords

Customer Experience Strategy DevelopmentAI Agent ImplementationProcess OptimizationData Analysis and InsightsProject Management

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Customer Journey MappingProcess Mapping TechniquesCX Best PracticesEnterprise Applications KnowledgeAnalytical Skills

Soft Skills

Excellent CommunicationInterpersonal SkillsProblem-Solving Skills

Tools & Technologies

CRM SystemsCustomer Support PortalsSelf-Service TechnologiesDigital Support Platforms

Industry Keywords

Student Experience ManagementContinuous ImprovementChange ManagementStakeholder EngagementCustomer Feedback Analysis

About the role

Key responsibilities & impact

Develop and implement strategic plans for optimizing the student experience in alignment with organizational objectives
Stay informed about industry trends and best practices in student experience management
Lead development of a comprehensive customer experience strategy aligned with organizational goals
Identify opportunities to improve the customer journey and drive business outcomes
Define project goals, scope, and success metrics for cross-functional CX projects
Drive accountability across teams throughout the project lifecycle
Lead continuous improvement and optimization of student-facing processes
Collaborate with cross-functional teams to implement enhancements aligned with organizational goals
Ensure change management processes are in place to realize the benefits of innovation and continuous improvement
Engage key stakeholders to understand student-experience needs and challenges
Foster relationships with internal and external partners for insights and feedback
Facilitate sponsorship briefings, progress reporting, and idea generation
Develop customer journey maps and personas
Analyze customer journeys to identify pain points and improvement opportunities
Conduct end-to-end process analysis using process mapping techniques
Identify and drive iterative enhancements to improve customer experience
Gather and analyze customer feedback and data to understand needs and behaviors
Use insights to inform decisions, prioritize CX initiatives, and drive continuous improvement
Use data and analytics to measure student-experience initiatives and track PIs

Requirements

What you’ll need

Experience implementing or managing an AI Agent and a strong understanding of Retrieval-Augmented Generation required
Bachelor's degree required; preferred disciplines include Business, Product/Marketing, Psychology, or UX Design
Minimum of 8 years of overall experience
At least two years’ experience in customer service, product development, business process analyst, or similar roles, with demonstrated abilities in optimizing processes or enterprise applications leading to increased student/customer experiences
Knowledge of CX best practices and trends
Demonstrated track record of continuing professional development in customer experience
Strong understanding of enterprise applications, including CRM, websites, customer support portals, call center operations, self-service technologies, automation applications, and digital support platforms
Exceptional analytical and problem-solving skills
Excellent communication and interpersonal skills
Proven ability to ask insightful questions and drive discussions about end-to-end processes
Project management experience focused on delivering results within established timelines
Familiarity with student experience measurement tools and methodologies