CX Program Manager

Since 2004, 2P has been a leader in Saudi Arabia’s ICT landscape, delivering integrated technology solutions that help organizations accelerate digital transformation and improve operational efficiency. With a strong foundation in innovation and service excellence, 2P continues to provide end-to-end solutions through its specialized business units and trusted market expertise. We are always looking to connect with talented professionals who are passionate about making an impact and growing within a dynamic, forward-looking environment. Job Purpose We are seeking an experienced and driven CX Program Manager to oversee multiple related Customer Experience (CX) projects, ensuring alignment with strategic objectives, effective program governance, and successful delivery. The role will focus on strategic planning, stakeholder engagement, resource optimization, risk management, and performance monitoring to achieve business goals and deliver service excellence. Key Responsibilities Program Strategy & Planning Define program objectives, strategic roadmaps, and implementation plans aligned with business goals. Develop comprehensive program management plans covering scope, schedules, resources, risks, and governance. Manage project interdependencies and coordinate workstreams to ensure effective execution. Monitor program milestones and ensure timely achievement of objectives. Stakeholder Management Build and maintain strong relationships with clients, internal stakeholders, vendors, and partners. Communicate program progress, milestones, risks, issues, and change requests to relevant stakeholders. Manage stakeholder expectations, resolve conflicts, and facilitate effective collaboration. Lead client meetings, including kick-off meetings and regular program status reviews. Resource & Financial Management Oversee resource allocation across projects to ensure optimal utilization and delivery efficiency. Review resource requirements and hiring requests to ensure projects have the appropriate skills and expertise. Monitor budgets, invoicing, and collections against approved plans. Identify financial variances and coordinate corrective actions when required. Program Governance & Risk Management Establish and maintain program governance frameworks, reporting structures, and change control processes. Monitor overall project health, dependencies, schedules, budgets, and scope. Identify program-level risks and implement mitigation strategies. Ensure compliance with agreed service levels, program requirements, and internal policies. Performance Monitoring & Reporting Prepare consolidated program reports covering progress, budget, resource utilization, risks, and performance. Monitor key performance indicators (KPIs) and ensure program objectives are achieved. Provide management with actionable insights and recommendations to support decision-making. Ensure accurate and timely reporting in line with organizational requirements. Team Leadership & Development Lead, coach, and mentor Project Managers and program team members. Conduct performance reviews and provide constructive feedback to support professional development. Promote collaboration, accountability, and continuous improvement across project teams. Support special projects and strategic initiatives as required by management. Requirements At least 7 years of experience in project or program management, with a proven track record of successful project delivery. Strong expertise in strategic planning, program governance, and project management. Excellent stakeholder management and communication skills. Solid knowledge of risk management, resource allocation, and financial monitoring. Strong analytical, problem-solving, and decision-making capabilities. Excellent leadership, team management, and reporting skills. PMP or Program Management Professional certification is preferred. Show more Show less