Total Customer Experience Project Manager

RESPONSIBILITIES

Kforce is immediately adding a full-time TCE Project Manager in support of our nationally recognized, Consumer and Commercial Electronic R&D client in Vancouver, WA.

Summary

The Total Customer Experience (TCE) Program Manager is responsible for defining, evaluating, and optimizing the end-to-end customer experience across the software, applications, services, and connected ecosystems throughout the product lifecycle-from concept and design through development, launch, support, updates, and ongoing optimization. This role serves as the customer advocate and experience champion, ensuring every customer interaction is intuitive, seamless, consistent, and valuable.

The TCE Program Manager partners closely with Product Management, UX, Engineering, Quality, Marketing, Customer Support, and Operations teams to identify experience friction, drive improvements, and establish best-in-class customer journeys. The role combines customer empathy, journey mapping, program leadership, and data-driven decision making to improve customer engagement, onboarding success, adoption, retention, supportability, and overall business outcomes.

REQUIREMENTS

• 5+ years of experience in Customer Experience (CX), Program Management, Product Management, UX, or a related software/technology environment
• Demonstrated experience owning or improving end-to-end customer journeys across software, applications, digital services, or connected products
• Strong understanding of customer experience principles, including onboarding, usability, adoption, engagement, retention, support, and lifecycle optimization
• Experience developing customer journey maps and identifying friction points, failure scenarios, edge cases, and opportunities to improve customer effort and time-to-value
• Proven ability to lead complex, cross-functional programs involving Product Management, UX, Engineering, Quality, Marketing, Operations, and Customer Support
• Experience conducting customer experience, product readiness, usability, or launch-readiness reviews throughout the product development lifecycle
• Ability to translate customer needs and insights into actionable product, process, and experience improvements
• Experience defining and tracking customer experience KPIs such as NPS, Customer Effort Score (CES), activation, onboarding completion, adoption, engagement, retention, and support success
• Strong analytical and data-driven decision-making skills with experience using customer feedback and performance metrics to prioritize improvements
• Excellent communication, stakeholder management, facilitation, and influencing skills across technical and non-technical teams
• Strong understanding of digital support, troubleshooting, self-service, authentication, upgrades, connectivity, and recovery experiences
• Ability to manage multiple initiatives, establish experience standards and governance, and drive measurable improvements in customer satisfaction and product experience

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law. This job is not eligible for bonuses, incentives or commissions. Kforce is an Equal Opportunity/Affirmative Action Employer.

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