Customer Experience Agent Jobs in Massachusetts

INTRODUCTION

Do you want to be a part of the clean energy movement? Are you passionate about improving our environment for this generation and those to follow? Are you ready to take on new challenges and collaborate with a future-focused team leading the way into new markets? Join Nexamp! This is where you can learn from industry leaders and become one yourself. It's fast-paced, mission-based work that challenges the status quo. Be on the team that's changing the world.

ABOUT THE ROLE

Nexamp is seeking a Manager of CX Strategic Initiatives to shape and operationalize strategic priorities across Customer Experience and Marketing by driving alignment among senior leaders and ensuring focus on the highest-impact initiatives. In this role, you will translate business objectives into a cohesive, prioritized portfolio of work, proactively identify performance gaps, and drive cross-functional alignment to support successful execution. You will also help elevate project management maturity by building scalable frameworks and empowering leaders to deliver consistently against the organization’s most critical goals. This role is hybrid based out of our Boston, Chicago, or Washington D.C. office and reports to the Director, Revenue Operations.

WHAT YOU’LL DO:

- Drive strategic alignment across Customer Experience and Marketing leadership by translating business goals into a clear, prioritized portfolio of high-impact initiatives.
- Lead and develop team performance by coaching a lean group of project managers to consistently deliver complex, cross-functional initiatives tied to critical KPIs.
- Own end-to-end execution of the initiative portfolio, ensuring disciplined scoping, planning, delivery, and sustainment that balances speed, risk, and business impact.
- Lead change management for strategic initiatives across Customer Experience and Marketing, developing adoption strategies and stakeholder engagement plans that drive successful implementation while preserving existing customer-facing workflows and service continuity.
- Leverage data insights to identify and prioritize value creation opportunities by interpreting performance trends, customer outcomes, and operational signals in partnership with analytical resources.
- Influence resource allocation decisions by building compelling business cases and aligning senior stakeholders on initiative direction, tradeoffs, and resource allocation.
- Establish and scale execution frameworks by implementing standardized project management tools, governance, and best practices that improve consistency, accountability, and throughput.
- Elevate organizational capability by embedding scalable processes, decision frameworks, and continuous improvements that increase execution consistency, throughput, and overall business impact.

BASIC QUALIFICATIONS

- 6+ years of experience in project management, program management, operations, or related fields.
- 2+ years of experience managing and developing high-performing teams.
- Bachelor’s degree in public policy, business, project management, finance, or related field.
- Proven experience leading complex, cross-functional initiatives from ideation through implementation and sustainment in environments.
- Demonstrated experience identifying and proposing strategic initiatives that drive measurable business outcomes.
- Experience building or scaling project management processes, frameworks, or operating models.
- Strong experience working in fast-paced, evolving environments with competing priorities and ambiguity.
- Proven ability to influence senior stakeholders and drive alignment without direct authority.
- Demonstrated experience leading change management efforts for complex, cross-functional initiatives within customer-facing functions, with a track record of driving adoption while maintaining operational continuity.
- Commitment to Nexamp's mission and have a passion for solving tomorrow's climate crisis today.
- Experience in showcasing initiative to make improvements to current work, processes, products, and services across the organization. We value accountability and an ownership mentality.
- Ability to ask appropriate questions, analyze data, identify the root causes of problems, and present creative solutions.
- Expertise in building strong internal and external relationships with customers and stakeholders, instilling trust and loyalty across the industry.
- Eagerness to develop a fundamental understanding of how Nexamp operates and then apply that knowledge effectively to inform business decisions.

PREFERRED QUALIFICATIONS

If you don’t meet 100% of the above qualifications, but see yourself contributing, please apply.

COMPENSATION

The reasonably estimated salary for this role at Nexamp ranges from $120,000 - $145,000. In addition to base salary, the competitive compensation package may include, depending on the role, participation in an incentive program linked to performance (for example, annual bonus programs based on individual and company performance, non-annual sales incentive plans, or other non-annual incentive plans). Additionally, you may be eligible to participate in the Company’s stock option plan. Actual base salary may vary based upon, but is not limited to, skills and qualifications, internal equity, performance, and geographic location.

LOCATION

This role is hybrid based out of our Boston, Chicago, or Washington D.C. office.

You’ll love working here because: Not only will you get to take part in meaningful work and have the chance to change the world alongside innovative, dedicated, and motivated peers, but you will also have access to all the benefits that Nexamp offers! This includes our competitive compensation package; a 401(k) employer-match; health, dental, and vision insurance starting day one; flexible paid time off and holiday PTO; commuter benefits, and cell phone reimbursement. We have headquarters in Boston, MA and Chicago, IL, in addition to growing offices nationwide. We provide healthy snacks, coffee, service days and other volunteer opportunities, company outings, and more!

Nexamp's People team manages all aspects of recruitment and hiring within our organization. We want to inform third-party recruiters, staffing firms, and related agencies that Nexamp does not accept unsolicited resumes. Resumes will only be considered from these entities if a signed agreement is in place and the People team explicitly authorizes external recruiting assistance for a specific position. Any unsolicited resumes received will be deemed the property of Nexamp. We want to emphasize that Nexamp is not liable for any fees associated with unsolicited resumes.

At Nexamp, our mission is to build the future of energy so it is clean, simple, and accessible for all. We are committed to providing a work environment free from discrimination. We are proud to be an equal opportunity employer. We do not discriminate against applicants on the basis of race, ethnicity, religion, sex, gender, sexual orientation, gender identity, disability status, veteran status, or any other basis protected by law. By encouraging a culture where ideas and decisions come from all people, we believe it will help us grow, innovate, and be a part of environmental and social change.