Who We Are:

Bandwidth lives for innovation! Our technology powers brands like Google, Microsoft, GoDaddy, Arlo, Netgear, Zoom, Rover and more of the most exciting leaders in technology. Our intelligent voice, messaging, 9-1-1 access, and phone number services— all backed by Bandwidth’s own nationwide, all-IP voice network—allow us to power the way people communicate, connect, and do business.

At Bandwidth, your music matters when you are part of the BAND.  We celebrate differences and encourage BANDmates to be their authentic selves.  #jointheband

What We Are Looking For:

Are you excited about the position and its responsibilities, but not sure if you’re 100% qualified? Do you feel you can work to help us crush the mission? If you answered ‘yes’ to both of these questions, we encourage you to apply! You won’t want to miss the opportunity to be a part of the BAND.

The Customer Experience (CX) Program Manager will design and help implement customer experience enhancement programs across all business functions to create a unified Customer Journey vision, implement the unified vision, and run programs that continually enhance the overall Customer Experience. This role will play a critical part in Bandwidth’s transformation by defining and implementing an industry-leading, global, customer-first experience. 

The CX Program Manager is a tenacious go-getter, a facilitator, a data-driven CX expert who cares deeply about the customer’s success at every stage of their journey, and they are an active driver of process iteration while driving accountability. The successful candidate will develop a deep understanding of Bandwidth’s products and our customers, a working knowledge of our competitors and their capabilities, and they will leverage that knowledge to create a Customer Experience that is a strategic weapon in winning,onboarding, and retaining customers. 

What You'll Do:

  • Lead organizational transformation programs that drive our evolution from the current-state customer journey to a unified, global customer journey vision. 
  • Identify, measure, analyze, and prioritize opportunities for improvement across the customer journey based on data, interviews and organizational strategy. 
  • Lead teams with diverse points of view from across the organization to arrive at specific, actionable recommendations for CX improvement, and to create detailed, ambitious, realistic action plans. 
  • Communicate project status, feedback, challenges, roadblocks, and insights effectively and concisely to the project teams, organizational stakeholders, and to executive leadership. 
  • Work cross-functionally to coordinate and implement CX transformation programs that enhance the Buying Experience, Onboarding Experience, Developer Experience, User Experience, and Service Experience. 
  • Interview key stakeholders and facilitate journey mapping discussions. 
  • Interview customers to gather key insights, test hypotheses, and validate assumptions. 
  • Incorporate customer sentiment, customer effort, employee sentiment, employee effort, employee experience, and customer experience data at each stage of the customer journey. 
  • Apply analytical skills to define, analyze, measure and prioritize recommendations. 
  • Continue to enhance the customer journey as Bandwidth expands into new markets and bring on new segments of customers. 

What You Need:

  • Bachelor’s degree (or equivalent experience)
  • 7+ years of experience in account management, product management, or operational leadership in a B2B SaaS company operating in multiple countries.
  • Experience with (and comfort using) data-driven decision making. 
  • Experience working with cross-functional teams with diverse backgrounds, multiple levels of expertise, and varying opinions to deliver conclusive results. 
  • Experience (and comfort with) managing projects through uncertainty. 
  • Outstanding collaboration, facilitation, and communication skills.
  • Knowledge of the B2B Software-as-a-Service (SaaS) marketplace
  • Strong communication skills, including the ability to persuade senior leadership with strong executive presence.
  • Demonstrated self-starter with entrepreneurial skills to uncover and define meaningful opportunities to better serve our customers. 
  • Demonstrated performance as a change agent.
  • Demonstrated ability to spread ideas and foster excitement for new ideas / changes.

Bonus Points:

  • MBA
  • Experience working within an Agile organization and with Agile transformation.
  • Knowledge of the Communications-Platform-as-a-Service (CPaaS) marketplace

The Whole Person Promise: 

We make a “Whole Person” promise to our team.  You can have both meaningful work PLUS a full life at Bandwidth.  We focus on accomplishing our mission as “whole people.” That means we take care of our people—in body, mind, and spirit. 

  • Health: We pay 100% for benefits coverage including Medical, Dental, Vision, Prescription, Life, and Disability.  Generous paid time off (PTO) policy including paid parental leave, EAP and 401K match.
  • Fitness: 90-minute fitness lunch with a paid gym membership for workouts. On-site cardio gym, locker room/showers, classes, and sponsored sports and leagues.  Nutritionist and personal trainer on-site.
  • Volunteer: We have a program dedicated to providing volunteer opportunities to employees, BandwidthCares.

 

Applicant Privacy Notice

 

  

Apply for this Job

* Required

  
  


U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at Bandwidth are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.