Program Manager - Customer Experience

Responsibilities

• Program Execution & Workback Management
• Own and manage integrated workback plans across readiness, validation, communications, and launch milestones
• Drive execution cadence (daily/weekly standups, status reviews, checkpoints)
• Track dependencies, risks, and blockers; proactively drive resolution and communicate tradeoffs
• UAT & Validation Ownership
• Plan and execute User Acceptance Testing (UAT) programs end-to-end
• Define validation phases and manage phased ("ring-based") deployments
• Coordinate participant onboarding, access, training, and logistics
• Capture and synthesize feedback into structured, actionable insights
• Phased Rollouts & Iteration
• Manage staged rollout processes with clear entry and exit criteria
• Facilitate feedback loops, office hours, and iteration cycles
• Maintain centralized tracking of issues, feedback, and resolutions
• Cross-Functional Coordination
• Partner with engineering, customer experience, and readiness teams to align timelines and deliverables
• Translate user and field feedback into clear, prioritized inputs
• Ensure alignment across parallel workstreams to avoid fragmentation
• Readiness & Enablement
• Coordinate readiness activities including training, communications, and launch preparation
• Manage asset development, publication workflows, and compliance approvals
• Ensure deliverables are complete, clear, and ready for scaled distribution
• Stakeholder Communication & Reporting
• Develop high-quality presentations and executive-ready updates
• Provide clear, timely status reporting and program insights
• Build strong relationships with stakeholders across multiple organizational levels
• Required Qualifications
• 5-7+ years of program or project management experience
• Proven experience in workback planning, execution management, and risk mitigation
• Experience running UAT programs, pilots, or phased/iterative rollouts
• Strong cross-functional coordination skills without direct authority
• Excellent communication skills (written, verbal, and presentation), including PowerPoint expertise
• Ability to operate effectively in ambiguous, fast-moving environments
• Strong organizational, problem-solving, and time management skills
• Experience using collaboration and productivity tools (e.g., SharePoint, project tracking tools, document collaboration platforms)
• Prior experience working within a large enterprise environment (minimum 1 year)

Requirements

• PMP or PMI certification
• Experience with Agile/SCRUM methodologies
• Familiarity with ring-based deployment or experimental rollout frameworks
• Experience in customer experience, readiness, or ena

Benefits

Additional Information

Who is Blueprint? We are a technology solutions firm headquartered in Bellevue, Washington, with a strong presence across the United States. Unified by a shared passion for solving complicated problems, our people are our greatest asset. We use technology as a tool to bridge the gap between strategy and execution, powered by the knowledge, skills, and the expertise of our teams, who all have unique perspectives and years of experience across multiple industries. We're bold, smart, agile, and fun. What does Blueprint do? Blueprint helps organizations unlock value from existing assets by leveraging cutting-edge technology to create additional revenue streams and new lines of business. We connect strategy, business solutions, products, and services to transform and grow companies. Why Blueprint? At Blueprint, we believe in the power of possibility and are passionate about bringing it to life. Whether you join our bustling product division, our multifaceted services team or you want to grow your career in human resources, your ability to make an impact is amplified when you join one of our teams. You'll focus on solving unique business problems while gaining hands-on experience with the world's best technology. We believe in unique perspectives and build teams of people with diverse skillsets and backgrounds. At Blueprint, you'll have the opportunity to work with multiple clients and teams, such as data science and product development, all while learning, growing, and developing new solutions. We guarantee you won't find a better place to work and thrive than at Blueprint. In This Role You will serve as a non-technical Program Manager driving execution, readiness, and validation for complex customer experience initiatives. Operating in a fast-paced, ambiguous environment, you will act as the connective layer between program strategy and operational delivery-partnering with cross-functional stakeholders, engineering teams, and field teams to ensure successful rollout and adoption of programs. This role is highly execution-focused and requires strong ownership of workback planning, stakeholder alignment, and iterative rollout processes. You will play a key role in ensuring customer trust is maintained and restored through structured program delivery, readiness planning, and post-incident engagement frameworks.

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