Customer Experience Program Manager

March 24

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SchoolStatus

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SchoolStatus is a comprehensive platform designed to empower K-12 school districts by providing tools for improving student attendance, facilitating efficient communication between schools and families, and supporting educator development. The platform integrates various functions, including attendance management, family outreach, and data reporting, to enhance the operational efficiency of educational institutions. By centralizing communications and streamlining processes, SchoolStatus enables educators and administrators to engage effectively with students and families, promoting a successful learning environment.

Analytics • Educational Data • K-12 Data Analysis • Longitudinal Data Systems • Data Integration

201 - 500 employees

Founded 2012

📚 Education

🤝 B2B

☁️ SaaS

📋 Description

• As a Customer Experience Program Manager within our Global Operations team, you will build and lead a self-service customer experience program to support customers from implementation through ongoing support. • This role will focus on designing and optimizing a Knowledge Base, support workflows, and customer journey that enables scalable, self-service solutions, empowering users to successfully onboard, adopt, and independently manage our products.

🎯 Requirements

• Proven experience in content strategy, knowledge management, or support content creation. • Experience working with customer support platforms (e.g., Ada AI, ChurnZero, or similar tools). • Strong project management skills with the ability to manage multiple priorities. • Excellent written and verbal communication skills. • Analytical mindset with experience monitoring and interpreting support metrics and KPIs. • Ability to collaborate cross-functionally with product, marketing, and implementation teams. • Familiarity with AI-driven customer support solutions and in-app guidance tools is preferred. • Background in customer support or customer success is a plus.

🏖️ Benefits

• Work From Anywhere – We embrace a remote-first culture, offering flexibility so you can work where you're most productive. • 401(k) Matching – We invest in your future with a 100% match on contributions up to 6% of your salary. • Flexible Time Off – Work-life balance matters. Take the time you need to recharge and bring your best self to work. • Paid Parental Leave – We support growing families with paid leave, fostering parent-child bonding and gender equality at home and in the workplace. • Comprehensive Benefits – We cover 100% of medical, dental, and vision insurance for employees, plus HRA, life insurance, and AD&D coverage. • Values-Driven Culture – Our values aren't just words on a page—they shape how we work, make decisions, and support each other. • Pledge 1% – We’re proud to be part of the global movement to give back, dedicating 1% of our time, resources, or profits to community initiatives. • Winter Shutdown – Enjoy a one-week shutdown in November and a two-week break in December to relax and recharge. • Childcare Support – Our dependent care program allows you to set aside pre-tax dollars to cover eligible expenses such as daycare, preschool, summer camps, before & after-school programs, and in-home care for children or dependents—helping you balance work and family with peace of mind.