Program Manager Field Customer Excellence

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Lead the planning, implementation, and continuous improvement of global Field & Customer Excellence programs that enhance customer centricity, employee engagement, and business performance.
Manage complex, cross-functional initiatives and workstreams, ensuring alignment with organizational priorities and evolving business needs.
Collaborate with various UL Solutions teams to develop and implement programs, communications, and initiatives that improve customer and employee experiences.
Establish and maintain program governance, including project plans, milestones, success metrics, risk management strategies, and stakeholder communications.
Monitor program performance using data-driven insights and analytics, providing recommendations and actionable feedback to leadership.
Identify, assess, and mitigate program risks and issues while ensuring timely execution and achievement of program objectives.
Support employee engagement initiatives, including recognition programs, training, communications, professional development, and networking opportunities that foster a connected and high-performing Field Engineering community.
Lead change management activities that support organizational initiatives, Ways of Working programs, and adoption of new processes, tools, and technologies.
Develop and maintain strong relationships with internal stakeholders and external customers to strengthen collaboration, engagement, and customer-focused outcomes.
Prepare and deliver leadership-level communications, presentations, dashboards, and reports to communicate program status, results, key insights, and recommendations.
Read and follow the Underwriters Laboratories Code of Conduct and adhere to all physical and digital security practices.
Perform other duties as assigned.

SKILLS

REQUIRED:

Demonstrated program and project management expertise with experience leading complex, global initiatives involving multiple stakeholders and workstreams.
Strong customer-centric mindset with the ability to translate customer and employee feedback into actionable programs and improvements.
Excellent interpersonal, communication, presentation, and stakeholder management skills.
Proven ability to influence and collaborate effectively across a global, matrixed organization without direct authority.
Experience developing KPIs, dashboards, program metrics, and performance reporting frameworks.
Strong analytical and problem-solving skills with the ability to leverage data to drive decisions and measure outcomes.
Demonstrated ability to manage competing priorities and multiple initiatives simultaneously.
Experience facilitating change management initiatives and driving organizational adoption.
Ability to build trusted partnerships across diverse functions and levels of the organization.
Strong organizational, planning, and execution skills with attention to detail.
Demonstrated ability to work effectively within diverse, multicultural, and geographically dispersed teams.
Ability to promote innovative ideas, embrace change, and continuously improve processes and programs.

PREFERRED:

Experience supporting customer experience and employee engagement programs.
Experience with employee engagement platforms, internal communications tools, and collaboration technologies.
Experience with SharePoint, Microsoft 365 applications, Power BI, PowerApps, Power Automate, or similar tools.
Experience facilitating global communications, recognition, training, or community-building initiatives.
Knowledge of Field Operations, Field Engineering, or customer-facing service organizations.

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Eight or more years of progressively responsible project management, program management, operations, business management, or related experience.
Five or more years of experience leading large-scale, complex initiatives with multiple parallel workstreams.
Demonstrated experience managing projects involving geographically dispersed teams and stakeholders.
Experience developing program governance structures, implementation plans, communications strategies, and performance reporting.
Experience using data and analytics to evaluate program effectiveness and support business decision-making.
Experience in organizational change management, transformation initiatives, or continuous improvement efforts.
Experience working in customer-focused organizations and supporting initiatives that improve customer and employee experiences.
Bachelor's degree required.
Preferred fields of study include Business Administration, Organizational Leadership, Project Management, Communications, Human Resources, Engineering, Information Technology, or a related discipline.
Advanced degree preferred (MBA, MA/MS, or equivalent experience).

What we offer:

Total Rewards: We understand compensation is an important factor as you consider the next step in your career . The estimated salary range for this position is $125,000 to $150,000 and is based on multiple factors, including job-related knowledge/skills, experience, geographical location, as well as other factors. This position is eligible for annual bonus compensation with a target payout of 20% of the base salary. This position also provides health benefits such as medical, dental and vision; wellness benefits such as mental and financial health; and retirement savings (401K) commensurate with the standard rewards offered in each individual location or country. We also provide full-time employees with paid time off including vacation (15 days), holiday including floating holidays (12 days) and sick time off (72 hours).

Learn More:

Curious? To learn more about us and the work we do, visit UL.com