Customer Experience Planner & Operations Lead

BCforward is currently seeking a highly Customer Experience Planner & Operations Lead in Johnson City, TN

Position Title: Customer Experience Planner & Operations Lead

Location: 5555 Windward Pkwy, Alpharetta, GA ,30004

Anticipated Start Date: October 1st -2025

Please note this is the target date and it is subject to change. BCforward will send official notice ahead of a confirmed start date.

Expected Duration: 24+months strong possibility for extension

Pay: $20/hr to $25.36/hr on

Job Type: [FULL TIME (>%3D40 HRS WEEKLY), [CONTRACT], [Onsite]

Please note that actual compensation may vary within this range due to factors such as location, experience, and job responsibilities, and does not encompass additional non-standard compensation (e.g., benefits, paid time off, per diem, etc.).

Job Profile: Customer Experience Planner & Operations Lead

We are seeking a proactive Customer Experience Planner & Operations Lead to drive the planning, coordination, and execution of initiatives that directly impact on our customer journey and go-to-market operations. This individual will be part of the Graphic experience team and work closely with the Sales organization, Marketing, and cross-functional teams to orchestrate internal demos, events, and programs that enhance customer experiences and support commercial success.
In this high-impact role, you will serve as the operational glue between customer engagement, internal planning, and execution-ensuring every touchpoint is aligned, on-brand, and strategically delivered.

Key Responsibilities
End-to-End Planning & Cross-Functional Coordination
* Lead internal planning and scheduling for customer-facing demos, internal events, and enablement programs in collaboration with Sales and Marketing.
* Organize and manage core operational meetings, ensuring clarity, ownership, and timely follow-through on action items.
* Support the planning of strategic initiatives across GEC and other business units, serving as a connective hub for alignment.
Sales Enablement & Demo Support
* Partner with Sales to plan and execute impactful demos that reflect the customer journey and product value.
* Coordinate logistics, communications, and collateral to support effective pre-sales engagements.
* Ensure consistent and professional experience across customer interactions and demo environments.
Customer Experience Strategy
* Shape and improve the end-to-end customer journey, embedding CX principles across internal workflows and sales enablement activities.
* Monitor and optimize customer-facing processes and touchpoints, ensuring they reflect the brand's tone, clarity, and professionalism.
Reporting, Insights & Operational Impact
* Build data-informed reports that evaluate customer engagement efforts, project ROI, and operational performance.
* Use insights to guide improvements and measure the impact of demos, events, and initiatives on the business.
Internal Projects & Operational Excellence
* Lead or contribute to internal GEC initiatives and operational excellence programs.
* Manage cross-functional projects, process improvements, and planning cycles that drive scale, alignment, and efficiency.

Qualifications
* Experience: 5+ years in customer experience, sales operations, marketing planning, project management, or a related cross-functional role.
* Skills:
o Strong cross-functional planning and coordination experience, especially in Sales-led environments.
o Proficient in managing projects, events, or demos with multiple stakeholders.
o Strong written and verbal communication, with attention to detail and follow-through.
o Comfort with reporting, data tracking, and translating insights into action.
o
* Mindset:
o Collaborative, proactive, and customer-obsessed.
o Able to operate both strategically and tactically in fast-paced environments.
o Organized, adaptable, and outcome-driven.
Employment Details
* Position Type: Full-time
* Location: Alpharetta , GA
* Start Date: Fisrt of November
* Reports To: Khalil Id (Head of Graphics Experience Center)

Benefits:

BCforward offers all eligible employees a comprehensive benefits package including, but not limited to major medical, HSA, dental, vision, employer-provided group life, voluntary life insurance, short-term disability, long-term disability, and 401k.

About BCforward:
Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward's 6,000 consultants support more than 225 clients globally.
BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class place to work.
BCforward is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.
To learn more about how BCforward collects and uses personal information as part of the recruiting process, view our Privacy Notice and CCPA Addendum. As part of the recruitment process, we may ask for you to disclose and provide us with various categories of personal information, including identifiers, professional information, commercial information, education information, and other related information. BCforward will only use this information to complete the recruitment process.
This posting is not an offer of employment. All applicants applying for positions in the United States must be legally authorized to work in the United States. The submission of intentionally false or fraudulent information in response to this posting may render the applicant ineligible for the position. Any subsequent offer of employment will be considered employment at-will regardless of the anticipated assignment duration.

Interested candidates please send resume in Word format Please reference job code 246552 when responding to this ad.