Customer Experience Program Manager

Every day, ePayPolicy helps over 10,000 insurance companies speed up incoming and outgoing payments. By helping them move from manual, outdated forms of payment collection to modern payment tools, we help their companies work faster and more efficiently. (Check out our almost 5-star customer reviews.)

How do we do it? With powerful payment tools that just work. Our secure, online ACH and credit card payment page is the core product for many of our companies. But we also provide an integrated suite of helpful features for insurance companies of all sizes, including point-of-sale financing, payables network tools, and check reconciliation, all within a single dashboard.

Our expert, live support team helps deliver exceptional care every day, with an industry-leading 97% customer retention rate. Our customers love us. We love them.

Founded in 2014, our growing team is based in Austin, TX, and has clients in all 50 US states. We’ve grown over 300% in the last three years - with big plans for the future.

We're transforming how we manage and scale our customer experience. Core to this transformation is moving from ad-hoc project management to structured program delivery. We need a program manager who can balance tactical execution with strategic program development, coordinate across functions, and turn our customer strategy into measurable outcomes.

A significant portion of your work will focus on adoption and digital transformation programs, scaling capabilities across our customer base that drive both revenue realization and retention. You'll own a portfolio of programs ranging from specific adoption initiatives to foundational work. You'll report directly to the Chief Customer Officer and work closely with her to translate strategy into executable plans.

Own the execution of specific initiatives: define the business case, establish success metrics, create a timeline, coordinate across teams (customer success, product, marketing, operations), track progress, and deliver measurable outcomes. Examples include converting customers to a new payment method, rolling out a new feature to drive adoption, building a customer segmentation program to tailor support by risk profile, or launching a campaign to change customer behavior.

You'll orchestrate the work even if you're not doing all of it.

Take longer-term strategic priorities and figure out how to operationalize them. Work with stakeholders to define scope, identify dependencies, sequence work streams, and create a roadmap. Example: building a customer health framework (deciding what to measure, how to report it, what actions it triggers across the organization).

Keep programs moving by coordinating dependencies across customer success, product, engineering, marketing, operations, finance, and analytics. Call meetings, clarify scope, surface blockers, ensure handoffs happen, and resolve conflicts without escalation whenever possible.

Work with the analytics team to define success metrics for each program, build dashboards, track progress, and report results. Connect program outcomes to business impact (revenue, retention, efficiency).

You'll work on multiple programs simultaneously at different stages (discovery, execution, measurement). Help leadership prioritize competing initiatives, sequence work, allocate resources, and maintain visibility into what's in flight. A significant portion of your portfolio will be adoption-focused programs; the rest will be foundational customer experience work.

Establish how programs get planned, tracked, and communicated. Create templates, cadences, and standards so that program management scales as the organization grows. This is foundational work that sets the tone for how we execute.

• 3-5 years of program or project management experience, preferably in a customer-facing organization (SaaS customer success, implementation, professional services, or product). You've managed initiatives with multiple dependencies and seen them through to completion.
• Comfort with ambiguity and building structure. You don't need everything fully defined upfront; you're good at working backward from a goal, asking clarifying questions, and creating clarity as you go.
• Cross-functional coordination…