Program & Strategy Director - Remote, North America

Join TeamViewer, the leader in remote connectivity software. We harness the potential of cutting-edge technologies such as Augmented Reality and Artificial Intelligence to push the boundaries of innovation and shape the future of digitalization.

Our team of more than 1,500 employees spans different continents, cultures and disciplines. With our inclusive values, we celebrate the unique perspectives and talents each individual brings to the table and foster a dynamic work environment where new ideas thrive.

Become part of our winning team and help us create a world that works better.

The Program & Strategy Director, CX Transformation will serve as a strategic integrator and execution leader within TeamViewer’s global Customer Experience organization. This leader will program-manage critical transformation initiatives across Customer Success, Support, Partner Enablement, Customer Enablement, CX Operations, and Digital Experience, ensuring consistent execution, cross-functional alignment, and measurable impact. The role will partner closely with the Chief Customer Officer and CX leadership team to translate strategy into action — building structure, governance, and accountability across programs that accelerate TeamViewer’s vision of a frictionless, data-driven customer journey.

 Drive CX Transformation Program Management

• Lead the end-to-end delivery of high-impact transformation initiatives across the global CX organization.
• Create and maintain a unified transformation roadmap and operating rhythm to ensure visibility, accountability, and value realization.
• Oversee project governance, cross-functional interlocks, and reporting to ensure timely execution and alignment with business outcomes.

Strategy Execution and Business Alignment

• Partner with the CCO and CX LT to translate long-term strategic priorities into executable initiatives, milestones, and KPIs.
• Facilitate quarterly and annual CX planning cycles, ensuring interdependencies between Customer Success, Support, Enablement, and Operations are aligned.
• Support portfolio prioritization, investment tracking, and change management to drive focus on the highest-value programs.

Governance and Operational Excellence

• Design and maintain governance frameworks and steering mechanisms for CX initiatives.
• Standardize ways of working across functions — including reporting, dashboards, and program health metrics.
• Manage executive reporting for CX transformation progress, risk management, and decision-making readiness.

Change Leadership and Stakeholder Engagement

• Act as a trusted advisor and connector across CX leadership and adjacent functions (Sales, Product, Marketing, IT, and Finance).
• Lead communication strategies and change enablement to ensure consistent adoption across global teams.
• Support leadership communication (e.g., transformation updates, CX town halls, and stakeholder briefings).

Insights, Measurement, and Continuous Improvement

• Define and track success metrics for transformation initiatives, including impact on NRR, GRR, efficiency, and customer satisfaction.
• Establish a cadence for lessons learned, retrospectives, and continuous improvement.
• Build visibility through dashboards and program scorecards for leadership reporting and performance optimization.

Qualifications and Experience:

• 5+ years of leadership experience in program management, transformation, or strategic operations within a SaaS or CX-led organization.
• Proven track record driving global, cross-functional transformation initiatives with measurable business impact.
• Strong understanding of Customer Experience, Customer Success, and post-sales operating models, ideally in a subscription/SaaS environment.
• Experience building governance, reporting, and operational structures across regions and functions.
• Exceptional communication and stakeholder management skills, capable of influencing at executive level.
• Strong business acumen with analytical rigor and outcome-oriented mindset.
• PMP, Agile, or similar program management certification is advantageous.
• Strategic thinker with a strong bias for execution and measurable outcomes.
• Structured and highly organized, able to manage multiple complex initiatives simultaneously.
• Collaborative leader who builds trust and alignment across executive and operational teams.
• Passionate about operational excellence, customer-centric innovation, and scaling global CX capabilities.

What We Offer:

• Work location: Remote, North America
• Competitive compensation
• Flexible PTO and paid holidays
• 401(k) with employer matching
• Comprehensive Health insurance package including 100% employer-paid medical coverage
• Up to 12 weeks of Parental Leave
• Basic Life Insurance, Short-Term & Long-Term Disability, 100% employer-paid
• Quarterly team events and companywide celebrations
• Open door policy, no dress code rules, frequent all Hands and Leadership Lunches
• We celebrate diversity as one of core values, join and drive one of the c-a-r-e initiatives together with us!

TeamViewer is an equal opportunities employer and is committed to building an inclusive culture where everyone feels welcome and supported. We C-A-R-E and understand that our diverse, values-driven culture makes us stronger. As we continue to grow as a company, we also focus on enabling our employees to grow both personally and professionally. We are proud to have an open and embracing workplace environment that will empower you to be your best no matter your gender, civil or family status, sexual orientation, religion, age, disability, education level, or race.