Customer Experience Program Manager

Program Manager, Customer Experience

Outrig | Full-Time | Cleveland, OH

Outrig is a rapidly growing owner/operator of high-end RV storage and repair facilities across the United States, with select marine storage locations as part of our expanding portfolio. We focus on providing our customers with a best-in-class experience through investing in new technologies, services, and amenities — and we are looking to bring on a Customer Experience Program Manager to be a central part of that growth.

As Program Manager, Customer Experience, you will own the operationalization and day-to-day management of Outrig’s growing portfolio of ancillary services — light RV maintenance, trip and season readiness, concierge offerings, and repair partnerships. Working closely with senior leadership on program design, your job is to make these programs run: standing up pilots, managing partners and property teams, measuring outcomes, and building the playbook to scale what works.

You will also oversee improvements to booking and billing as part of the broader CX initiative.

• Operationalize ancillary service programs across priority properties, working directly with property managers and on-the-ground staff
• Build SOPs, training materials, and execution checklists to enable consistent delivery and replication at scale
• Manage third-party service partner relationships, holding partners accountable to quality standards
• Evaluate and recommend service delivery models (on-site, remote, third-party) for each program and property

• Define and track success metrics for each program: attach rate, revenue per unit, customer satisfaction, and contribution margin
• Establish a reporting cadence that gives leadership clear visibility into program performance
• Use pilot data to make go/no‑go and scaling decisions, and develop rollout plans for programs that earn it
• Create feedback loops with property teams and customers to surface issues early and iterate

• Own the CX initiative roadmap, keeping work streams on track and dependencies managed across property, operations, technology, and finance teams
• Partner with technology and operations on booking flow and billing improvements
• Provide leadership with clear, concise updates on program status, learnings, and recommendations

• 5–8+ years in program management, operations, or a related field, with a track record of taking programs from concept to execution
• Hands‑on operator — comfortable in the details, working with front‑line teams, and doing what it takes to make programs run
• Strong analytical mindset: you set metrics upfront, track them, and let data drive decisions
• Organized, clear communicator who can manage multiple work streams and keep stakeholders aligned
• Experience in property management, hospitality, services, or multi‑location operations is a plus
• Familiarity with the RV lifestyle or outdoor/recreation space is a bonus, not a requirement

Outrig is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.