Program Manager: Participant Experience (PX)

Reports to: Director of Programs (Mark)

Role Overview

BizLeadhers is seeking a Program Manager to own and elevate the end-to-end Participant Experience (PX) across our entrepreneur and cohort-based programs. This role operates as a “relationship owner” at key stages of the participant journey—ensuring high-quality engagement, responsiveness, and consistency throughout. You will be responsible for delivering a seamless, high-touch experience for founders and participants, working cross-functionally with other BizLeadhers teams as needed, including Program, Curriculum, Product, Marketing, and Growth.

What You’ll Own

Participant Experience (PX) Delivery

• Relationship Ownership: Act as the primary owner for participants at assigned stages (Applicant, Participant, and Graduate), ensuring the "BizLeadhers Tone" is standardised.
• Operational Excellence: Ensure communication quality and timely responses. You are the point person for consistency and escalation across the journey.
• Risk Mitigation: Monitor participant sentiment and proactively address drop-offs or concerns.

Cohort & Program Operations

• Full Lifecycle Management: Create robust feedback loops and collaborate effectively to continuously improve entrepreneur-facing operations, including application process, onboarding, program participation, and graduation celebrations.
• Cross-Functional Partnership: Work with the program management team to ensure smooth delivery of all project and program initiatives.
• Resource Coordination: Partner with Marketing for assets and HR for mentor/expert onboarding.

Engagement & Community Building

• High-Touch Support: Foster community within pods through structured feedback loops and office hours
• Ambassador Growth: Collaborate with the Graduate stage owners to turn successful participants into long-term community members/ volunteers/ ambassadors.

Continuous Improvement

• Data-Driven Insights: Track metrics (engagement, retention, response times) to translate participant success into measurable data.
• Scalability: Build and refine processes as our regional hubs and cohorts grow.

What We’re Looking For

• Experience: 4–8+ years in program management / Customer Success, ideally within accelerators or startup environments.
• Mindset: High ownership and a "participant-first" philosophy.
• Communication: Exceptional stakeholder management; ability to align messaging between Marketing, Programs, and HR.
• Agility: Comfort working in a fast-paced environment with distributed teams.
• Self-driven: Ability to manage projects independently and chart a clear path even when faced with ambiguity.
• Influential: The ability to continuously increase the program’s value through collaborative leadership, building trust and alignment across stakeholders.
• Curious & Outcome-Oriented: A drive to ask deep questions and ideate new solutions backed by measurable outcomes.

What Success Looks Like

• Seamless Journey: Participants feel supported from the first application reminder to the final alumni interview.
• Accountability: Clear ownership at every stage of the PX lifecycle, resulting in minimal friction.
• Impact: Continuous improvement in satisfaction and retention, fueling the growth of underserved local economies.