OneSource Virtual (OSV) has worked exclusively with Workday customers since 2008 to deliver compliant, in-tenant technology and expert services to automate the administrative, transactional tasks of payroll, taxes, earned wage access, accounts payable, and benefits. With over 1,500 customers, 92% retention, and $225+ billion in treasury movement annually, OSV helps organizations maximize their Workday investment and operate it with confidence. Payroll, benefits, and finance solutions — all in one place.
Position Overview
The Customer Experience Program Manager owns the design, documentation, and continuous improvement of the post-sale customer journey across all customer segments - translating business insights into structured programs that deliver customer success and OSV adoption, accelerate time to value, and ultimately drive Gross and Net Revenue Retention. This role ensures every milestone and engagement point in the customer lifecycle is documented, measurable, and continuously optimized.
Key Responsibilities
- Journey Design & Documentation: Map, document, and maintain the end-to-end customer journey across all customer segments — from scalable, digital-first touchpoints to high-touch, relationship-driven engagement — defining key milestones, engagement points, and handoffs for each tier.
- Program Management: Design, launch, and manage customer experience programs from concept through rollout — including scoping, timelines, stakeholder alignment, and post-launch measurement.
- Data-Driven Mindset: Monitor key metrics (NPS, Customer Effort Score, retention, expansion, adoption) by segment to prioritize and build programs to drive GRR and NRR outcomes, iterating based on results.
- Cross-Functional Collaboration: Partner with Sales, Product, Service Delivery, Customer Success and Renewals teams to ensure programs are integrated into existing workflows across all segments without customer friction.
- Customer Advocacy: Represent the voice of the customer in program design, building feedback loops that surface what's working and what isn't at each journey stage and segment.
- Change Management: Roll out new and evolving programs as OSV's services expand, ensuring adoption internally and externally through clear communication and structured change plans and documented SOPs.
- Continuous Improvement: Stay current on customer experience and journey design best practices across delivery models, bringing an agile, test-and-learn approach to program iteration.
Qualifications
- At least 3-5 years in a similar role with a proven track record in program or project management, customer experience, or customer success roles within SaaS, BPaaS, or technology sectors.
- Demonstrated experience designing and documenting customer journeys across varied engagement models (e.g. Pooled, High touch, etc.) and translating them into operational programs.
- Strong data-driven mindset — comfortable defining metrics, analyzing program impact by segment, and adjusting course based on results.
- Hands-on proficiency with customer success and workflow platforms such as Planhat, Salesforce, and Front (or equivalent CS/CRM tooling) to effectively document business requirements, milestones, track engagement, and report on program performance.
- Exceptional attention to detail balanced with the ability to move fast and prioritize.
- Excellent communication and interpersonal skills, with the ability to engage effectively with stakeholders at all levels, including executive audiences.
- Experience driving transformation initiatives within complex, multi-product or service organizations.
#LI-REMOTE
You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.
Skills Required
- 3-5 years of experience in a similar role involving program management, project management, customer experience, or customer success within SaaS, BPaaS, or technology sectors
- Experience designing and documenting customer journeys across varied engagement models and translating them into operational programs
- Data-driven experience defining metrics, analyzing program impact by segment, and adjusting programs based on results
- Hands-on proficiency with Planhat, Salesforce, Front, or equivalent customer success and CRM platforms
- Exceptional attention to detail with the ability to move quickly and prioritize
- Excellent communication and interpersonal skills, including the ability to engage executive stakeholders
- Experience driving transformation initiatives within complex, multi-product or service organizations
OneSource Virtual Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about OneSource Virtual and has not been reviewed or approved by OneSource Virtual.
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Healthcare Strength — Healthcare coverage is presented as comprehensive, including medical, dental, vision, life/disability, and mental-health support, with both copay and HDHP/HSA-style options. Domestic-partner eligibility and standard support services like an EAP are also described as available.
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Leave & Time Off Breadth — Time-off and flexibility are portrayed as comparatively strong, with PTO/“unlimited” or flexible time-off framing and paid volunteer time referenced. Remote work is repeatedly positioned as a valued part of the overall rewards experience tied to work–life balance.
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Wellbeing & Lifestyle Benefits — Financial-wellbeing and lifestyle add-ons are highlighted through earned-wage access and wallet-style tools (e.g., myFlexPay/myFlexWallet) alongside mentions of items like a fitness stipend and company-sponsored events. These extras are framed as modern perks that can improve day-to-day benefits usefulness beyond core insurance.
OneSource Virtual Insights
What We Do
OneSource Virtual (OSV) is the Workday partner that has helped more than 1,300 companies with everything from deployment to maintenance to payroll and more—all to make the day more doable. Founded in 2008, OSV pioneered Business Process as a Service (BPaaS) and has become the leading provider of automated solutions for organizations of all sizes using Workday, delivering services with unparalleled choices, unwavering commitment, and uncompromising care.
