Program Manager, Customers

This is a fully remote position, open to applicants in Canada.

📋 Description

• Develop the integration layer between EPD and GTM while testing products, enhancing the platform, and gaining insights from managed customers.

• Strategize, recruit, initiate, engage, evaluate, and conclude customer programs while upholding product-readiness standards and ensuring a superior customer experience.

• Establish and manage repeatable customer programs, which encompass planning, recruitment, onboarding, engagement, evaluation, conclusion, and transition to the permanent owning team.

• Create a shared operational framework, including intake processes, recruitment and readiness criteria, briefs, templates, playbooks, status reporting, feedback tracking, escalation paths, and a single source of truth.

• Collaborate with Product, Design, Research, PMM, Launch Ops, Customer Marketing, CS, Sales, Brand Studio, Community, and Analytics on shared plans, decisions, milestones, and transitions.

• Manage pre-PMF customer testing through H2, focusing on product evaluation, messaging feedback, phased rollout support, measurement, and exit criteria.

• Assist in the relaunch and ongoing operation of Dropbox’s Customer Advisory Board by handling recruitment, managing cadence, designing agendas, and synthesizing information for senior leaders and partner teams.

• Incorporate customer testing into the product-launch process as a readiness checkpoint or stage.

• Establish ongoing customer listening and insight-loop practices that connect support signals, VoC, UXR, managed-customer feedback, and S-team engagement to EPD and GTM decision-making.

⛳️ Requirements

• Over 5 years of experience in program management, operations, customer research operations, product operations, go-to-market operations, or a related field executing complex cross-functional programs.

• Capability to navigate an ambiguous customer-facing initiative from planning through execution, measurement, conclusion, and handoff.

• Proven experience coordinating multiple teams with diverse goals, dependencies, and decision-making authorities while ensuring clear ownership and follow-through.

• Proficient in creating effective processes, readiness criteria, documentation, reporting rhythms, and repeatable playbooks.

• Experience working directly with customers or customer-facing teams, including recruiting participants, managing engagement, collecting feedback, and safeguarding customer experience.

• Excellent written and verbal communication skills, with the ability to synthesize qualitative and quantitative inputs into coherent recommendations and decisions.

• Strong judgment regarding product readiness, customer participation, confidentiality, escalation, and quality of learning.

• Preferred: experience with pre-PMF product testing, beta or Design Partner programs, Customer Advisory Boards, Voice of Customer, user research operations, or customer advocacy programs.

• Preferred: experience integrating customer feedback or testing into product-launch, launch-readiness, or product-operations processes.

• Preferred: experience in creating scalable programs and transitioning them to sustainable functional owners.

• Preferred: experience in a SaaS, collaboration, productivity, platform, or enterprise software environment.

• Preferred: familiarity with customer insight systems, feedback taxonomies, program dashboards, or participant-health and product-signal tracking tools.

🏝️ Benefits

• Comprehensive health and wellness programs.

• Opportunities for professional development and growth.

• Flexible work arrangements to promote work-life balance.

• Collaborative and innovative work environment.