Qualtrics Job - 35824067 | CareerArc
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Company: Qualtrics
Location: Seattle, WA
Career Level: Mid-Senior Level
Industries: Technology, Software, IT, Electronics


Qualtrics, the leader in customer experience and creator of the Experience Management (XM) category, is changing the way organizations manage and improve the four core experiences of business––customer, employee, product, and brand. Over 12,000 organizations around the world are using Qualtrics to listen, understand, and take action on experience data (X-data™)––the beliefs, emotions, and intentions that tell you why things are happening, and what to do about it.

The Qualtrics XM Platform™ is a system of action that helps businesses attract customers who stay longer and buy more, engage employees who build a positive culture, develop breakthrough products people love, and build a brand people are passionate about. Join us as we help change the way people experience the world! Advance your career at a company that is dedicated to your ideas and growth, fills you with purpose, and provides a fun, inclusive work environment.

Principal Global Program Manager - Customer Zero

Seattle, WA or Provo, UT

The Challenge

As a Principal Global Program Manager you will define and drive the Customer Zero program at Qualtrics. You will  inspire Qualtrics to deliver the best possible Experience Management platform, products, and solutions by making it a mission critical part of running our own business. You will do this by designing and overseeing the implementation of our own XM program. You will identify and catalog internal use cases for all of the products and solutions we ship, across the entire company (including Customer Success, People Ops, Marketing, Global Operations, Product, Engineering, and more). You will work with those program owners to onboard their use cases to Qualtrics, and you will collaborate with our Delivery team to ensure these programs are set up for success. And you will partner with our XM Scientists and UX Research teams to ensure we are running a best-in-class XM program design using the latest methodologies that we encourage our customers to adopt.

Expectations for Success

This highly visible role will interface frequently with leaders and individual contributors across Qualtrics. You'll regularly interact with teams and leaders across Qualtrics, including C-level executives, to understand their needs and build the right mechanisms and models to meet them. You will create reporting mechanisms, streamline internal processes, and drive operational efficiencies. And you'll constantly be looking for new challenges that our organization faces and proactively solving them.


The best candidate will have the ability to communicate effectively and establish credibility with both technical and non-technical partners, including executive staff. This person will define processes and bring structure where there is none, to enable our company to build a scalable and successful XM practice. This person will look ahead and proactively identify organizational bottlenecks, and put plans in place before they impact the team. They will have a track record of influencing without authority, dealing with ambiguity, and balancing competing goals and objectives from multiple organizations in order to find common value for each group.

Qualifications and Requirements
  • Bachelor's degree or higher
  • 7+ years of program or project management experience
  • Experience leading cross-functional teams to deliver projects with multiple dependencies and constraints
  • Excellent command of verbal and written communication for all levels of technical and non-technical stakeholders
  • Experience defining programs, writing detailed requirements, and delivering projects that meet dynamic business needs
  • Demonstrated ability to drive to clarity and collaborative results in ambiguous situations

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