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YubHub-native raw fields carry `x-` prefix.","jobs":[{"@context":"https://schema.org","@type":"JobPosting","identifier":{"@type":"PropertyValue","name":"YubHub","value":"job_f560b1d5-028"},"title":"Senior Digital Programs Manager","description":"<p>We are seeking an innovative and operationally-minded Digital Programs Manager to design, build, and maintain the programs, operations, and automation infrastructure that optimize the customer experience at scale and drive operational efficiency across all segments.</p>\n<p>This critical role is focused on maximizing retention by delivering a seamless, valuable, and consistent service through a hybrid digital and human approach, directly improving product adoption and customer engagement.</p>\n<p>You will establish a digital-first baseline of automated touchpoints for all scaled (downmarket) customers, complete with clear, data-driven escalation paths to human support for complex issues.</p>\n<p>Simultaneously, you will deliver workflows and automation that enable our Customer Success Architects to work faster and smarter.</p>\n<p>The ideal candidate thrives at the intersection of process, technology, and customer experience, and will be responsible for creating the playbooks and automations required to service a large volume of customers effectively and efficiently.</p>\n<p>Responsibilities:</p>\n<ul>\n<li>Define and execute the comprehensive digital Customer Experience (CX) strategy to align with overall business objectives, maximize customer value, and proactively address the needs of the scaled segment.</li>\n</ul>\n<ul>\n<li>Architect and deploy efficient and effective digital workflows for core customer journeys, including standardized customer onboarding and continuous lifecycle engagement programs.</li>\n</ul>\n<ul>\n<li>Manage end-to-end digital programs (e.g., onboarding, adoption campaigns, renewal notifications) tailored for the scaled customer segment.</li>\n</ul>\n<ul>\n<li>Design and execute campaigns using digital channels (email, Slack, webinars, etc) to drive feature adoption and sustained product engagement.</li>\n</ul>\n<ul>\n<li>Continuously test, measure, and iterate on program performance to improve conversion rates, customer satisfaction scores (CSAT), and other key performance indicators (KPIs).</li>\n</ul>\n<ul>\n<li>Design the escalation logic and scoring models that trigger human intervention from automated sequences.</li>\n</ul>\n<ul>\n<li>Support the growth of our business by automating workflow elements for our higher-touch Enterprise team, such as programmatically identifying and flagging customer risk and surfacing high-value upsell opportunities.</li>\n</ul>\n<ul>\n<li>Create and document clear, repeatable operations playbooks and Standard Operating Procedures (SOPs) for key digital customer journeys.</li>\n</ul>\n<ul>\n<li>Serve as the primary liaison, working with Customer Success, Product, Sales, and Marketing teams to ensure alignment, gather requirements, and guarantee the effective execution of all digital CX initiatives.</li>\n</ul>\n<ul>\n<li>Collaborate with our data engineering and ops teams to ensure data cleanliness and segmentation accuracy within our customer systems to enable highly targeted and personalized digital outreach.</li>\n</ul>\n<ul>\n<li>Own, track, and analyze key program metrics and operational KPIs (e.g., digital engagement rates, adoption rates, churn reduction, customer health scores).</li>\n</ul>\n<ul>\n<li>Provide regular, insightful reporting to leadership and relevant stakeholders on the overall effectiveness, performance, and impact of digital programs within the scaled customer segment.</li>\n</ul>\n<ul>\n<li>Stay current with industry trends, emerging technologies, and best practices in digital CX. 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