Digital Experience Project Manager

Posting

Job Summary: 

The Customer Digital Experience (CDX) Project/Program Manager (PM) will oversee strategic initiatives that directly impact customer satisfaction and business growth by leading cross-functional teams, complex digital transformation projects, and serving as the bridge between technology and achieving business objectives. Supported digital channels include AmeriGas branded websites, online chat, SMS text alerts, email, interactive voice response (IVR), and mobile applications.

Knowledge, Skills and Abilities:

• Demonstrated success managing large-scale implementations in a Project Management Office (PMO) environment.
• Proven program/project management experience.
• Exceptional written and verbal communication skills with strong presentation abilities.
• Proven ability to work effectively across all organizational functions and levels in a matrix environment.
• Experience with emerging digital technologies and their business applications.
• Track record of delivering results in fast-paced, dynamic environments.

Duties and Responsibilities:

**Program Leadership & Strategy**

• Lead end-to-end management of CDX initiatives from conception through delivery.
• Partner with CDX Leadership, IT, Marketing, Legal, Compliance, and business stakeholders to align projects with strategic goals.
• Define project scope, timelines, and success metrics while ensuring consistent value delivery.
• Matrix-manage diverse teams including internal employees, contractors, and external vendors.
• Develop and manage 3-year digital roadmap.

**Project Execution & Delivery**

• Develop and maintain comprehensive project plans, budgets, and resource allocation strategies.
• Organize and facilitate project meetings throughout the software development life cycle.
• Delegate task assignments and ensure timely completion to keep project on schedule and within budget.
• Proactively identify and mitigate risks, dependencies, and potential roadblocks.
• Implement robust reporting frameworks to track progress and communicate outcomes.
• Serve as liaison between IT and business; ensuring technical solutions meet stated business requirements and outcomes.

**Stakeholder Management & Communication**

• Build and maintain strong relationships with internal and external partners.
• Provide regular project updates and recommendations to executive leadership.
• Champion change management and drive adoption of new functionality and technologies.
• Ensure proper training, communications, and job aids are developed and delivered to employees to support new/enhanced functionality.
• Promote new functionality to external customers to drive digital adoption.

Education and Experience

• Bachelor's degree in Business, Communications, or related field.
• Project Management Professional (PMP) certification preferred, but not required.
• Agile methodology essentials.
• Experience with digital transformation initiatives.
• Background in customer experience optimization.
• 5-10 years of proven project management experience.
• 3-5 years of hands-on experience with customer digital experience programs.
• Strong understanding of agile methodologies and digital customer journey mapping.

Working conditions:

Hybrid work schedule requires three days in our King of Prussia, Pennsylvania headquarters (Tuesday-Thursday) with Monday and Friday remote work. Additional in-office time may be requested for critical meetings.

#LI-Hybrid

Culture

You'll join a collaborative team that values innovation, strategic thinking, and results-driven execution. We offer opportunities for professional growth and the chance to make a meaningful impact on customer experience.