CX Enterprise Program Manager

Guesty is the all-in-one platform helping hospitality businesses around the world automate, optimize, and scale their operations. We’re a fast-growing global startup that’s transforming how the industry works — from guest experience to business growth.

With a powerful suite of features and integrations with 150+ industry partners — including Airbnb, Vrbo, Booking.com, Expedia, Google Travel, and many more — Guesty empowers property managers to deliver top-tier guest experiences while running more efficient, data-driven operations.

We’re proud to have over 900+ team members across 16 countries worldwide, all working together to build the future of hospitality technology.

If you’re looking to grow your career in a dynamic, global, and impact-driven environment, we’d love to hear from you.

The CX Enterprise Program Manager serves as the strategic architect of the partner experience, dedicated to transforming complex technical friction into high-impact product innovation. By bridging the gap between enterprise needs and product reality, they act as a proactive extension of the customer’s team—delivering domain-specific expertise and data-driven insights that ensure seamless operational health and a future-proof product roadmap.

Responsibilities:

• VoC Representation: Act as the primary representative of the customer in internal product and roadmap discussions.
• Domain Expertise: Diagnose and resolve technical issues with a deep understanding of specific business domains (Accounting, Owners, and RM; or Billing, Res Pays, Guesty Pay, and Financials).
• White-Glove Support: Oversee the ticket lifecycle to ensure SLAs are met with the highest quality of care, including direct handling of urgent tickets.
• Embedded Onboarding: Partner with the Onboarding team to ensure technical nuances are addressed early in the customer journey.
• Knowledge Management: Pre-prepare training materials and documentation for new feature launches to ensure customer self-sufficiency.
• Friction Analysis: Track the "Why" behind tickets to identify if challenges are due to bugs, UX gaps, or training needs.
• Cross-Functional Collaboration: Work with Onboarding, Customer Success, Product, and other teams to ensure friction analysis results in code changes or process improvements.
• Escalation & Churn Mitigation: Serve as the PoC for escalations, creating trackers and teaming up with other Customer Facing teams.
  
  

• 2+ years of hands-on experience in a similar CX, CSM or Program Management role - Must
• Ability to work US hours.
• High proficiency in English (reading, speaking & writing) - Must!
• Experience in AI methodology and tools in the CX world. An advantage
• Experience working with Zendesk, Tableau/PowerBI, Monday, JIRA, Salesforce, or similar. - Must
• Bachelor's degree in Computer Science, Business Administration, or a related field.
• Ability to extract actionable insights from large data sets, create impactful visualizations, make decisions, and tell compelling stories through data.
• Tech-oriented. Resourceful and innovative thinker with the ability to solve problems and execute tasks in a fast-growing company.
• Exceptional interpersonal and communication skills to collaborate effectively with diverse internal and external stakeholders.
• Ability to thrive in a fast-paced and dynamic work environment, with a strong sense of accountability and adaptability.