Customer Experience Program Manager

Porch Group is a leading vertical software and insurance platform and is positioned to be the best partner to help homebuyers move, maintain, and fully protect their homes. We offer differentiated products and services, with homeowners insurance at the center of this relationship. We differentiate and look to win in the massive and growing homeowners insurance opportunity by

• providing the best services for homebuyers
• led by advantaged underwriting in insurance
• to protect the whole home

As a leader in the home services software-as-a-service (“SaaS”) space, we’ve built deep relationships with approximately 30 thousand companies that are key to the home-buying transaction, such as home inspectors, mortgage companies, and title companies.

In 2020, Porch Group rang the Nasdaq bell and began trading under the ticker symbol PRCH. We are looking to build a truly great company and are JUST GETTING STARTED.

Job Title: Customer Experience Program Manager Location: India Workplace Type: Remote Job Summary The future is bright for the Porch Group, and we’d love for you to be a part of it as our Customer Experience Program Manager We are looking for a Customer Experience Program Manager to To fulfill Porch Insurance’s vision of becoming a new kind of insurance company, we must deliver an exceptional customer experience across numerous touchpoints that span multiple business units. The Customer Experience Program Manager will be responsible for orchestrating this journey—connecting the dots across support, claims, concierge, product, moving, and warranty—to deliver a seamless experience that surprises our customers with magical moments.

This role is critical to maximizing customer satisfaction and retention and building a strong brand in the insurance industry. You will manage the complexity of coordinating cross-functional workstreams, drive visibility and accountability, and ensure continuous improvement in the customer journey.

What You Will Do As A Customer Experience Program Manager Lead and Grow a Global Team

• Customer Journey Ownership: Develop and maintain high-level customer journey maps, identifying key touchpoints and magical moments.
• Program Management & Coordination: Lead cross-functional initiatives across support, claims, concierge, product, moving, and warranty teams to ensure alignment and execution of customer experience goals.
• CSAT & NPS Strategy: Implement and monitor customer satisfaction (CSAT) and Net Promoter Score (NPS) programs across interactions such as welcome calls, support, and claims. Drive initiatives like “Make It Right” to resolve negative experiences and push positive reviews to platforms like Trustpilot and BBB.
• Magical Moments Delivery: Curate and operationalize magical moments that surprise and delight customers—such as proactive warranty introductions, white-glove claims support, and 24/7 customer service.
• Process Improvement: Identify friction points in the customer journey and lead efforts to improve processes, systems, and communications across business units.
• Stakeholder Engagement: Provide regular updates to leadership and stakeholders on program status, risks, and outcomes. Facilitate alignment with strategic goals and OKRs.
• Platform Integration: Collaborate with product and engineering teams to ensure customer experience initiatives are reflected in the Porch app and other digital platforms.

What You Will Bring As A Customer Experience Program Manager

• Bachelor’s degree in business, operations, marketing, or related field
• 8+ years of experience in program management, customer experience, or operations
• Proven ability to lead cross-functional initiatives and manage complex projects
• Strong communication and stakeholder management skills
• Experience with customer satisfaction metrics and feedback systems
• Proficiency in project planning tools and data analysis (Excel, PowerPoint)
• Proven experience working with US based business teams
• Excellent written and communication skills in English language
• Ability to work within core US business hours / time zone expectations - Eastern Standard Time (EST) overlap
• Workspace: A quiet space to work, an internet connection of at least 30 Mbps download | 10 Mbps upload

Preferred Qualifications

• Experience in insurance, SaaS, or home services industries
• Familiarity with CRM platforms and customer support systems (e.g., Freshdesk, Brightcore)
• PMP or equivalent project management certification
• Experience designing and implementing customer journey maps
• Strong analytical and storytelling skills to translate data into actionable insights

The application window for this position is anticipated to close in 2 weeks (10 business days) from January 13, 2025. Please know this may change based on business and interviewing needs.

What You Will Get As A Porch Group Team Member Pay Range*: INR 3,375,000 - 4,725,000 INR annually

• Please know your actual pay at Porch will reflect a number of factors among which are your work experience and skillsets, job-related knowledge, alignment with market and our Porch employees, as well as your geographic location.

Our benefits package will provide you with comprehensive coverage for your health, life, and financial well-being.

• Our benefits include medical insurance, accident insurance and retiral benefits.
• Our wellness programs include 12 company-paid holidays, 2 flexible holidays, privilege/earned leave, casual/sick leave, paid maternity and paternity Leaves, and weekly wellness events.

What’s next? Submit your application below and our Talent Acquisition team will be reviewing your application shortly! If your resume gets us intrigued, we will look to connect with you for a chat to learn more about your background, and then possibly invite you to have virtual interviews. What's important to call out is that we want to make sure not only that you're the right person for us, but also that we're the right next step for you, so come prepared with all the questions you have!

Porch is committed to building an inclusive culture of belonging that not only embraces the diversity of our people but also reflects the diversity of the communities in which we work and the customers we serve. We know that the happiest and highest performing teams include people with diverse perspectives that encourage new ways of solving problems, so we strive to attract and develop talent from all backgrounds and create workplaces where everyone feels seen, heard and empowered to bring their full, authentic selves to work.

Porch is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable laws, regulations, and ordinances.