Program Governance Manager – Customer Experience

About the role

The Program Governance Manager – Customer Experience is a relationship and governance role, not a target-carrying operations role. You own the mechanism that makes the partnership work: the reporting, cadence, coordination, and health of the relationship. The delivery targets themselves (service levels, quality and cost) sit with the operational leaders.

What you'll do

• Act as the single point of contact for Cyncly's outsourcing partner across operational, reporting and relationship matters
• Build and run the governance rhythm, including performance reporting, review meetings, quarterly business reviews, agendas, minutes, and action tracking
• Produce clear, accurate performance reporting and maintain one consistent view of how the partnership is performing
• Route and coordinate escalations to the right owners and drive them through to resolution
• Coordinate capacity, workforce planning, and forecasting between partner and internal teams

What you need

• 8–14 yrs of experience
• Customer service
• Zendesk
• Escalation handling
• Communication
• Any graduate