Manager, Customer Experience Strategic Initiatives

About the Role

Nexamp is seeking a Manager of CX Strategic Initiatives to shape and operationalize strategic priorities across Customer Experience and Marketing by driving alignment among senior leaders and ensuring focus on the highest-impact initiatives. In this role, you will translate business objectives into a cohesive, prioritized portfolio of work, proactively identify performance gaps, and drive cross-functional alignment to support successful execution. You will also help elevate project management maturity by building scalable frameworks and empowering leaders to deliver consistently against the organization’s most critical goals.

This role is hybrid based out of our Boston, Chicago, or Washington D.C. office and reports to the Director, Revenue Operations.

• Drive strategic alignment across Customer Experience and Marketing leadership by translating business goals into a clear, prioritized portfolio of high-impact initiatives.
• Lead and develop team performance by coaching a lean group of project managers to consistently deliver complex, cross-functional initiatives tied to critical KPIs.
• Own end-to-end execution of the initiative portfolio, ensuring disciplined scoping, planning, delivery, and sustainment that balances speed, risk, and business impact.
• Lead change management for strategic initiatives across Customer Experience and Marketing, developing adoption strategies and stakeholder engagement plans that drive successful implementation while preserving existing customer-facing workflows and service continuity.
• Leverage data insights to identify and prioritize value creation opportunities by interpreting performance trends, customer outcomes, and operational signals in partnership with analytical resources.
• Influence resource allocation decisions by building compelling business cases and aligning senior stakeholders on initiative direction, tradeoffs, and resource allocation.
• Establish and scale execution frameworks by implementing standardized project management tools, governance, and best practices that improve consistency, accountability, and throughput.
• Elevate organizational capability by embedding scalable processes, decision frameworks, and continuous improvements that increase execution consistency, throughput, and overall business impact.

• 6+ years of experience in project management, program management, operations, or related fields.
• 2+ years of experience managing and developing high-performing teams.
• Bachelor’s degree in public policy, business, project management, finance, or related field.
• Proven experience leading complex, cross-functional initiatives from ideation through implementation and sustainment in environments.
• Demonstrated experience identifying and proposing strategic initiatives that drive measurable business outcomes.
• Experience building or scaling project management processes, frameworks, or operating models.
• Strong experience working in fast-paced, evolving environments with competing priorities and ambiguity.
• Proven ability to influence senior stakeholders and drive alignment without direct authority.
• Demonstrated experience leading change management efforts for complex, cross-functional initiatives within customer-facing functions, with a track record of driving adoption while maintaining operational continuity.
• Commitment to Nexamp's mission and have a passion for solving tomorrow's climate crisis today.
• Experience in showcasing initiative to make improvements to current work, processes, products, and services across the organization. We value accountability and an ownership mentality.
• Ability to ask appropriate questions, analyze data, identify the root causes of problems, and present creative solutions.
• Expertise in building strong internal and external relationships with customers and stakeholders, instilling trust and loyalty across the industry.
• Eagerness to develop a fundamental understanding of how Nexamp operates and then apply that knowledge effectively to inform business decisions.

The reasonably estimated salary for this role at Nexamp ranges from $120,000 - $145,000. In addition to base salary, the competitive…