Program Manager Field Customer Excellence

Job Description

• Lead the planning, implementation, and continuous improvement of global Field & Customer Excellence programs that enhance customer centricity, employee engagement, and business performance.
• Manage complex, cross-functional initiatives and work streams, ensuring alignment with organizational priorities and evolving business needs.
• Collaborate with various UL Solutions teams to develop and implement programs, communications, and initiatives that improve customer and employee experiences.
• Establish and maintain program governance, including project plans, milestones, success metrics, risk management strategies, and stakeholder communications.
• Monitor program performance using data-driven insights and analytics, providing recommendations and actionable feedback to leadership.
• Identify, assess, and mitigate program risks and issues while ensuring timely execution and achievement of program objectives.
• Support employee engagement initiatives, including recognition programs, training, communications, professional development, and networking opportunities that foster a connected and high-performing Field Engineering community.
• Lead change management activities that support organizational initiatives, Ways of Working programs, and adoption of new processes, tools, and technologies.
• Develop and maintain strong relationships with internal stakeholders and external customers to strengthen collaboration, engagement, and customer-focused outcomes.
• Prepare and deliver leadership-level communications, presentations, dashboards, and reports to communicate program status, results, key insights, and recommendations.
• Read and follow the Underwriters Laboratories Code of Conduct and adhere to all physical and digital security practices.
• Perform other duties as assigned.

• Demonstrated program and project management expertise with experience leading complex, global initiatives involving multiple stakeholders and work streams.
• Strong customer-centric mindset with the ability to translate customer and employee feedback into actionable programs and improvements.
• Excellent interpersonal, communication, presentation, and stakeholder management skills.
• Proven ability to influence and collaborate effectively across a global, matrixed organization without direct authority.
• Experience developing KPIs, dashboards, program metrics, and performance reporting frameworks.
• Strong analytical and problem-solving skills with the ability to leverage data to drive decisions and measure outcomes.
• Demonstrated ability to manage competing priorities and multiple initiatives simultaneously.
• Experience facilitating change management initiatives and driving organizational adoption.
• Ability to build trusted partnerships across diverse functions and levels of the organization.
• Strong organizational, planning, and execution skills with attention to detail.
• Demonstrated ability to work effectively within diverse, multicultural, and geographically dispersed teams.
• Ability to promote innovative ideas, embrace change, and continuously improve processes and programs.

• Experience supporting customer experience and employee engagement programs.
• Experience with employee engagement platforms, internal communications tools, and collaboration technologies.
• Experience with SharePoint, Microsoft 365 applications, Power BI, Power Apps, Power Automate, or similar tools.
• Experience facilitating global communications, recognition, training, or community-building initiatives.
• Knowledge of Field Operations, Field Engineering, or customer-facing service organizations.

• Eight or more years of progressively responsible project management, program management, operations, business management, or related experience.
• Five or more years of experience leading large-scale, complex initiatives with multiple parallel work streams.
• Demonstrated experience managing projects involving geographically dispersed teams and stakeholders.
• Experience developing program governance structures, implementation plans, communications strategies, and performance reporting.
• Experience using data and analytics to evaluate program effectiveness and support…