Customer Experience Program Management Manager
Customer Service
Debrecen, Hungary · Hajdú-Bihar, Hungary
- Lead, coach, and develop a team of experienced Program and Project Managers, setting clear expectations, delivery standards, and growth plans.
- Support and guide functional project leaders, enhancing overall delivery capability and consistency across the organization.
- Own the Customer Operations portfolio and selected strategic programs, remaining actively engaged in execution.
- Establish and maintain governance, prioritization frameworks, delivery cadence, and resource allocation aligned with business needs.
- Manage end-to-end delivery of cross-functional initiatives, from intake through execution, stabilization, and handoff.
- Define goals, success metrics, scope, timelines, and resource requirements for programs.
- Coordinate the annual Customer Experience planning cycle, integrating inputs from Supply Chain, Global Operations, Marketing, Sales, Finance, and business units.
- Track progress, risks, and dependencies, ensuring timely escalation and resolution.
- Drive alignment on delivery communication processes and supply chain workflows to improve on-time delivery and customer satisfaction.
- Partner with stakeholders across functions to support process improvements and automation initiatives aligned with business goals.
- Contribute to business and technology roadmaps that support CX priorities.
- Monitor key performance indicators such as customer satisfaction, on-time delivery, forecast accuracy, and productivity.
- Develop insights and recommend continuous improvement opportunities.
- Ensure strong process controls and data integrity across customer operations workflows.
- Facilitate cross-functional collaboration sessions and provide clear, decision-ready communications to stakeholders and leadership.
- A bachelor’s degree or equivalent experience in business, operations, engineering, information systems, or a related field.
- Extensive experience in program or project management, customer operations, supply chain, or process improvement within cross-functional or global environments.
- Proven leadership experience, including coaching and developing experienced professionals and managing performance.
- Demonstrated success delivering large, complex initiatives with measurable business impact and user adoption.
- Strong stakeholder management and executive communication skills, with the ability to navigate ambiguity and align diverse perspectives.
- Proficiency in data analysis tools such as Excel and Power BI, with experience using operational KPIs to drive decisions.
- Experience working across functions including Marketing, Sales, Supply Chain, Finance, Business Units, and IT.
- Solid foundation in project management practices, including risk management, dependency tracking, and structured decision-making, along with change leadership capabilities.
- Certifications in Lean, Six Sigma, PMP, or similar methodologies.
- Experience leading teams or portfolios in global or matrixed organizations.
- Background in designing governance models, methodologies, and communication frameworks for enterprise programs.
- Hands-on experience with S&OP, demand planning, delivery communication, or customer satisfaction improvement initiatives.
- Experience building process controls and quality assurance mechanisms to ensure data accuracy and operational consistency.
We prioritize well-being, flexibility, and work-life balance, empowering our employees to make a meaningful impact while building fulfilling careers. Our culture is grounded in respect, integrity, and a shared commitment to excellence.
Our Commitment to Our People
At Emerson, we are motivated by a spirit of collaboration that helps our diverse, multicultural teams across the world drive innovation that makes the world healthier, safer, smarter, and more sustainable. And we want you to join us in our bold aspiration.
We have built an engaged community of inquisitive, dedicated people who thrive knowing they are welcomed, trusted, celebrated, and empowered to solve the world’s most complex problems — for our customers, our communities, and the planet. You’ll contribute to this vital work while further developing your skills through our award-winning employee development programs. We are a proud corporate citizen in every city where we operate and are committed to our people, our communities, and the world at large. We take this responsibility seriously and strive to make a positive impact through every endeavor.
At Emerson, you’ll see firsthand that our people are at the center of everything we do. So, let’s go. Let’s think differently. Learn, collaborate, and grow. Seek opportunity. Push boundaries. Be empowered to make things better. Speed up to break through. Let’s go, together.
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Emerson is a global leader in automation technology and software. Through our deep domain expertise and legacy of flawless execution, Emerson helps customers in critical industries like life sciences, energy, power and renewables, chemical and advanced factory automation operate more sustainably while improving productivity, energy security and reliability.
With global operations and a comprehensive portfolio of software and technology, we are helping companies implement digital transformation to measurably improve their operations, conserve valuable resources and enhance their safety.
We offer equitable opportunities, celebrate diversity, and embrace challenges with confidence that, together, we can make an impact across a broad spectrum of countries and industries. Whether you’re an established professional looking for a career change, an undergraduate student exploring possibilities, or a recent graduate with an advanced degree, you’ll find your chance to make a difference with Emerson. Join our team – let’s go!
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The Customer Experience Program Management Manager leads a team of Program and Project Managers delivering Emerson’s CX strategy and operational initiatives within the T&M organization. This role combines people leadership with direct ownership of the Customer Operations portfolio and key strategic programs, ensuring strong execution and measurable impact. The manager establishes governance, prioritization, and delivery standards across the CX portfolio, aligning regional needs with global CX objectives and supporting systems. Working across strategy, operations, data, and execution, the role drives scalable, high-value solutions while building a high-performing, accountable team. Close collaboration with cross-functional partners—including Marketing, Sales, Supply Chain, Operations, Finance, and IT—is essential, along with regular interaction with U.S.-based stakeholders. Alignment with U.S. Central Time hours supports effective global communication and decision-making.