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About careeraxis
careeraxis is a global leader in delivering unforgettable travel experiences, blending cutting‑edge technology with a passion for hospitality. With a heritage rooted in innovation and a forward‑looking vision, careeraxis redefines how people explore the world. Our mission is simple: to create seamless, personalized journeys that delight every traveler at every touchpoint. From the moment a customer clicks “Book” to the moment they return home, careeraxis orchestrates a symphony of service, technology, and human connection. As part of a larger ecosystem that includes airlines, hotels, and vacation packages, careeraxis offers a unique platform where cross‑functional collaboration fuels continuous improvement and customer delight.
Why Join careeraxis?
Working at careeraxis means being part of a culture that celebrates diversity, creativity, and results. We empower our teams to think beyond the status quo, to experiment, and to own the full lifecycle of customer experience initiatives. Our people are our greatest asset, and we invest heavily in their growth through mentorship, training, and access to industry‑leading tools. If you thrive in a fast‑paced environment, love solving complex problems, and want to see the tangible impact of your work on millions of travelers, careeraxis is the place for you.
Key Responsibilities
As the Senior Program Manager for Customer Experience, you will be the catalyst for elevating every interaction a traveler has with careeraxis. Your role will encompass strategic oversight, cross‑functional leadership, and hands‑on execution. Below is a detailed breakdown of what you’ll be doing:
- Customer Journey Mapping & Analysis – Lead comprehensive mapping of the careeraxis customer journey across all audiences and channels. Identify friction points, gaps, and opportunities for delight.
- Strategic Initiative Development – Own the ideation, prioritization, and execution of high‑impact CX initiatives that align with careeraxis’s business goals.
- Cross‑Functional Collaboration – Partner with Product, Engineering, Marketing, Operations, and Customer Support to translate insights into actionable projects.
- Project Management & Execution – Apply agile and waterfall methodologies to manage multiple concurrent projects, ensuring on‑time, on‑budget delivery.
- Data‑Driven Decision Making – Leverage analytics, customer feedback, and market research to build evidence‑based cases for change.
- Stakeholder Communication – Serve as the subject‑matter expert on CX initiatives, presenting findings and recommendations to senior leadership.
- Pilot & Scale Strategy – Design and lead pilot programs, measure outcomes, and develop go‑to‑market plans for successful initiatives.
- Continuous Improvement – Champion a culture of experimentation, learning, and iterative enhancement across the organization.
Essential Qualifications
To thrive in this role, you should bring a blend of experience, skill, and mindset:
- Bachelor’s degree in Business, Marketing, Engineering, or a related field, or equivalent professional experience.
- Strong written and verbal communication skills, with the ability to influence stakeholders at all levels.
- Exceptional attention to detail and a proven track record of delivering high‑quality work.
- Demonstrated ability to manage multiple projects simultaneously, prioritizing tasks effectively.
- Commitment to safety, security, and data privacy in all initiatives.
- Respect for diversity of thought, people, and perspectives.
- High school diploma, GED, or equivalent.
- Legal authorization to work in the United States and minimum age of 18.
Preferred Qualifications
While not mandatory, the following experience will give you a competitive edge:
- Minimum of 2 years in project management, preferably within an agile environment.
- Experience leading digital transformation projects in the travel or hospitality sector.
- Strong strategic, analytical, and decision‑making skills.
- Creative problem‑solving mindset and ability to lead cross‑functional teams.
- Proficiency in data analysis tools (e.g., SQL, Tableau, Power BI).
- Experience with customer journey mapping frameworks such as Customer Experience Canvas or Journey Mapping Studio.
- Knowledge of industry standards and best practices in CX, such as ISO 10002 or CEM.
Skills & Competencies
Success in this role requires a blend of technical and soft skills:
- Project Management – Expertise in Agile, Scrum, or Kanban frameworks; PMP or similar certification is a plus.
- Analytical Thinking Apply for this job