Program Manager – Customers

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

📋 Description

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

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

• Establish and manage repeatable customer programs, which include onboarding, measurement, closeout, and transition to long-term ownership.

• Create a shared operational infrastructure: 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.

• Oversee pre-PMF customer testing throughout H2, encompassing product evaluation, messaging feedback, phased rollout support, measurement, and exit criteria.

• Assist in the relaunch and ongoing management of Dropbox’s Customer Advisory Board through recruitment, cadence management, agenda design, and synthesis for senior leaders and partner teams.

• Incorporate customer testing into product-launch processes as a readiness gate or stage.

• Establish regular 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

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

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

• Proficiency in coordinating multiple teams with varying goals, dependencies, and decision rights.

• Ability to develop practical processes, readiness criteria, documentation, reporting rhythms, and repeatable playbooks.

• Experience in direct interactions with customers or customer-facing teams, including participant recruitment, engagement management, feedback collection, and safeguarding customer experience.

• Excellent written and verbal communication skills, including the synthesis of qualitative and quantitative inputs into clear recommendations and decisions.

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

• 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 incorporating customer feedback or testing into product-launch, launch-readiness, or product-operations processes.

• Preferred: experience in building scalable programs and handing them over to lasting 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/product-signal tracking tools.

🏝️ Benefits

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• Flexible work arrangements to support work-life balance.

• Engaging workplace culture with team-building activities and events.