Customer Experience Program Coordinator

Title: Customer Experience Program Coordinator (Hybrid- Austin, TX)

Location: Austin, TX (Hybrid)

Compensation: Competitive base + benefits

Reports to: VP of Customer Experience

Job Description:

The Customer Experience Program Coordinator supports customer experience initiatives by providing coordination, documentation, and operational support, while also owning defined administrative responsibilities related to AB488 compliance.

This role is execution-focused and designed to support cross-functional CX programs without owning strategy, delivery accountability, or executive decision-making. Strategic CX definition and outcomes remain owned by the VP of Customer Experience.

What You'll Do:

Customer Experience Program Support (Approximately 50-60%)

• Support cross-functional customer experience initiatives, including ESOM, through coordination and follow-through
• Maintain documentation, trackers, and action items related to CX initiatives
• Prepare materials and inputs for CX reviews, updates, and meetings
• Gather and organize information and inputs from internal teams
• Identify gaps, risks, or misalignment and escalate appropriately
• Coordinate meetings, agendas, and follow-ups as needed

AB488 Compliance & Restricted Account Administration (Approximately 40-50%)

• Own weekly administration of the AB488 restricted accounts list, including: managing additions and removals based on established criteria, validating updates with relevant internal teams ensuring updates are accurate and completed on a consistent cadence
• Maintain documentation and audit trails related to restricted account changes
• Coordinate with Legal, Compliance, Operations, and Support teams as needed
• Escalate discrepancies, questions, or potential risks promptly

What You'll Bring:

• 1-3 years of experience in program coordination, operations, customer experience, or a related role
• Strong organizational and documentation skills
• Comfort managing recurring administrative tasks on a weekly cadence
• Clear written and verbal communication skills
• Ability to follow defined processes and escalate issues appropriately

What Drives Us:

At Togetherwork, we exist to help community-driven organizations grow and thrive by creating better experiences for the people they serve. As part of our team, you will contribute to our TW28 vision by living our core values:

• Obsess over our customers
• Own it. Together
• Move fast with purpose

These values guide how we work, support one another, and build a strong, connected culture-both globally and here in Austin.

Excited about this role but don't meet every single requirement? Studies have shown that women and other marginalized groups are less likely to apply to jobs unless they meet every single qualification. At Togetherwork we are dedicated to building a diverse, inclusive, and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

The Company offers a comprehensive employee benefits program, including:

• Medical, dental, and vision insurance options
• 100% Employer paid short/long term disability
• Basic Life
• 401K option with 100% company match
• Flexible paid personal/vacation time built on mutual trust and accountability
• 10 sick days annually
• 10 company paid holidays
• 6 weeks paid parental leave
• Culture that values work/life balance and celebrates successes