Description Join us in shaping the evolution of the Digital Customer Experience as a Sr. Program Manager, User Experience. You’ll help design the operational future of how Salesforce’s UX team delivers impact at scale — creating conditions where designers, researchers, and strategists can focus on what they do best: building meaningful, accessible digital experiences for millions of customers.The Role:We’re seeking an experienced Program Manager to drive operational excellence, program delivery, and process improvement for the User Experience team within the User Experience & Creative Design (UXCD) organization.This role will focus exclusively on the UX function — acting as the operational hub for the team. You’ll manage project flow, vendor partnerships, documentation, and tooling alignment to ensure the UX team delivers consistently high-quality, on-brand work that supports Salesforce’s digital ecosystem. This role requires exceptional organizational and prioritization skills to manage a high-volume, cross-modality portfolio of creative projects across UX/UI strategy and design, UX research, growth design, and voice of customer.Responsibilities:Drive the strategic operations of the User Experience team by coordinating project requests, creating workback schedules, and monitoring deliverables.Lead weekly scrum meetings to reinforce clarity, maintain strategic alignment, and remove barriers to high-impact deliverables.Oversee project intake, prioritization, and capacity planning in partnership with program and creative leads, ensuring alignment through well-structured discovery and kickoff sessions.Design and scale processes, templates, and playbooks that streamline execution and improve visibility.Partner with leadership on strategic planning, offsites, quarterly business reviews, and org-wide initiatives to drive continuous improvement and operational excellence.Cultivate strong cross-functional partnerships with teams such as PMO, DET, and Digital Success Ops to ensure alignment, resource efficiency, and program delivery across shared initiatives.Support ResearchOps, including participant management, tooling, and vendor coordination.Manage vendor relationships and research tool procurement in partnership with DesignOps and Finance.Maintain operational tooling and reporting across systems.Partner with UX leadership to forecast resourcing needs, model team capacity, and maintain sustainable workloads.Deliver executive-ready dashboards, reports, and communications that clearly articulate program health and outcomes.Champion collaboration, inclusion, and UX excellence across Digital Success and the Customer Success organization.Experience:5+ years of program or operations management experience, including 3+ years supporting design, UX, or creative organizations.Proven success managing complex, cross-functional initiatives with multiple stakeholders and competing priorities.Strong understanding of UX processes, research workflows, and creative operations.Experience managing vendors, creative partners, and external resource budgets.Skilled in program governance, documentation, and process optimization at scale.Proficiency with Smartsheet, Asana, JIRA, or similar project management tools.Experienced with collaboration platforms (Slack, Confluence, Miro, Google Workspace, Figjam, LucidChart).Proficiency with functions and formulas in Google Sheets, as well as workflow logic.Ability to develop and maintain dashboards for visibility into project health, capacity, and delivery.Exceptional communication and stakeholder management skills.Detail-oriented, proactive, and comfortable in a fast-paced, global environment.Nice-to-Have:Experience in Digital Customer Success, DesignOps, or Customer Experience organizations.Background working with distributed global teams across time zones.Familiarity with research operations and design system workflows.Experience using Salesforce products and understanding digital experience platforms.PMP, Agile, or equivalent program management certification.Strong interest in AI-driven customer experiences and data-informed design.