mwglidden
Program Management & Product Experience Design
Customer leader with extensive experience leading strategic analysis and change for technology, product, and Go-To-Market teams in enterprise and startup environments. Proven ability to lead cross-functional initiatives, translate insights into action, and drive operational excellence. Adept at building executive presentations, aligning stakeholders, and delivering measurable impact through AI-driven feedback systems and structural change governance.
Experience: 11 years
Yearly salary: $120,000
Hourly rate: $80
Nationality: 🇺🇸 United States
Residency: 🇺🇸 United States
Experience
Senior Program Manager, Customer Experience
Sonos 2014 - 2023
Owned global CX transformation strategy, increasing Net Promoter Score by 10+ points through integrated product feedback innovation. Developed post-survey escalation workflows, reducing churn by recovering over 10K at-risk customers annually. Partnered with Legal, Marketing, IT, and Product teams to align customer insights with business process improvements. Designed a $5M/year revenue-generating warranty and support model, showcasing pragmatic application of customer data. Built executive dashboards and presented initiatives to senior leadership, translating customer intelligence into product outcomes.
Principal Program Manager
DellEMC 2000 - 2013
Managed global software release programs across multiple B2B product lines, with primary focus on digital evolution and customer retention. Led Agile transformation initiative across engineering and product teams, improving delivery efficiency by 33%.
Skills
product-designer
product-manager
project-manager
writer
english