Customer Program Specialist

Position Summary

The Customer Program Specialist is responsible for leading customer experience program execution, process coordination, operational governance, and cross-functional alignment for complex Smart Energy programs. The role supports delivery of customer-facing and internal program outcomes by coordinating stakeholders, managing program documentation, tracking actions and risks, supporting financial and procurement processes, and ensuring customer experience activities are executed with discipline and accountability.

Role Scope and Impact

This role operates within large, multi-stakeholder customer programs where schedule performance, financial control, customer communication, procurement coordination, and issue resolution are critical to successful delivery. The Lead CX Program Management Specialist works across project management, field operations, logistics, finance, sourcing, customer care, vendors, and customer stakeholders to maintain execution discipline and improve the end-to-end customer experience.

Responsibilities

Key Responsibilities

• Lead day-to-day coordination of CX program activities, ensuring deliverables, milestones, actions, and escalations are tracked and completed on time.
• Support program governance by maintaining operating rhythms, meeting cadences, action logs, risk registers, decision records, and follow-up mechanisms.
• Coordinate with internal teams and external partners to resolve issues impacting customer experience, project delivery, billing, procurement, logistics, payroll, and field execution.
• Develop, maintain, and improve standard work, process documentation, job aids, trackers, templates, and reporting tools that support repeatable program execution.
• Monitor program performance indicators, including schedule progress, open actions, issue closure, financial inputs, purchase order status, invoice readiness, customer-impacting risks, and service commitments.
• Support customer communication readiness by gathering accurate program inputs, validating status updates, and ensuring timely escalation of customer-impacting risks.
• Partner with finance, sourcing, and procurement teams to support purchase requisitions, purchase orders, invoice processing, vendor documentation, and financial tracking.
• Identify process gaps, root causes, and operational inefficiencies; recommend corrective actions and continuous improvement opportunities.
• Support change management by communicating new processes, expectations, and standard work to impacted teams and ensuring adoption across the program.
• Act as an escalation point for complex administrative, operational, and customer experience matters requiring cross-functional coordination.