Sr CX Product Manager

Job Description

Sr CX Product Manager | Workday

The Tone:
This is a full-time role at Workday, located in Atlanta, GA with a flexible hybrid work approach. Workday builds a leading AI platform for managing people, money, and agents, shaping the future of work so teams can reach their potential. This role is crucial in shaping how Workday delivers exceptional customer experiences at scale, contributing to a brighter workday for everyone.

The TL;DR
• Role: Full Time
• Location: Hybrid – Atlanta, GA
• Pay: $133200–$199800 yearly
• Team: Customer Success Innovation team (CSI) within the CS CoE (Commercial Acceleration Global Revenue organization); reporting to Stephanie Pellegrino, Sr Director of the CoE.
• Mission: To make customer success a repeatable, measurable discipline so Workday’s customers see continued value and growth from their investment.
• Tech Stack: AI Tools (Gemini, Claude, Sana)

What You’ll Actually Do
• Own Lifecycle: Own the product lifecycle for key customer-facing initiatives, from solution planning and strategy development through execution and measurement of impact.
• Translate Needs: Identify both internal and external customer needs and pain points, translating them into clear value propositions and actionable plans.
• Advocate for Customers: Act as an internal customer advocate, ensuring the voice of the customer informs product and program decisions.
• Drive Alignment: Drive strategic alignment across product, engineering, sales, and customer success teams, using business acumen and influence to prioritize the highest-impact work.
• Problem Solve: Apply a proactive, data-driven problem-solving mindset to ambiguous, evolving challenges, using domain knowledge to guide decisions.

The Must-Haves
• Background: Senior-level product or program management within a customer success, CX, or SaaS environment.
• Experience: Minimum 8 years in product or program management; minimum 8 years applying a data-driven mindset for prioritizing high-impact work; minimum 5 years demonstrating business acumen and influence to align cross-functional stakeholders; minimum 1 year utilizing AI tools such as Gemini, Claude, or Sana.
• Skills: Product lifecycle and solution planning, translating ambiguous customer problems into clear strategies, identifying unmet customer needs, strong relationship building, and driving strategic alignment.
• Bonus: Comfort operating in ambiguity and driving clarity for others, and the ability to balance strategic thinking with hands-on execution.