Staff Program Manager, CX Operations – Programs

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Oversee strategic, cross-functional programs focused on customer engagement, including Voice of Customer, customer content, advocacy, and related initiatives.

• Develop plans, assign ownership, set milestones, identify dependencies, establish success metrics, and maintain operating rhythms.

• Create scalable methods for gathering, synthesizing, and activating customer feedback.

• Link customer insights to decision-making, communications, and measurable improvements.

• Drive initiatives aimed at enhancing customer journeys, handoffs, feedback loops, and essential customer lifecycle moments.

• Collaborate with teams in Customer Experience, GTM, Product, Engineering, RevOps, and others.

• Navigate tradeoffs and deliver shared results across various functions.

• Provide recommendation-driven updates during team meetings, company forums, and executive discussions.

• Assist in the rollout, communication, enablement, and adoption of programs, processes, tools, and operational practices.

• Spot opportunities for simplification and automation.

• Enhance customer engagement, adoption, retention, advocacy, and product decisions through customer insights.

⛳️ Requirements

• A minimum of 6 years of experience in program management, operations, strategy and operations, or a related field, specifically in customer-focused programs.

• Proven experience in leading complex, cross-functional initiatives from definition through implementation, adoption, and transition to ongoing ownership.

• Ability to create structure amid ambiguity, appropriately scale processes, manage competing priorities, and demonstrate sound judgment.

• Strong executive presence coupled with excellent communication skills.

• Capability to present recommendations, tradeoffs, risks, and decisions to stakeholders across all levels.

• Experience in influencing partners without formal authority and aligning teams with varying priorities, working styles, and technical expertise.

• Familiarity with using AI-enabled tools and automation for research, analysis, planning, communication, workflow execution, or operational efficiency.

• Preferred: experience in Customer Success, customer engagement, Voice of Customer, customer advocacy, customer insights, customer content, digital engagement, or customer education.

• Familiarity with Asana or Notion, or possession of a project management certification, is advantageous.

• Must reside in and be legally authorized to work in the United States or Canada.

• Willingness to work Eastern Time hours if located outside that time zone.

• Successful completion of a background check is required.

🏝️ Benefits

• Health benefits.

• Dental benefits.

• 401(k) / RRSP retirement benefits.

• Generous paid time off.

• Equity grant / RSU program.

• Incentive programs.

• Maternity and parental leave top-up programs.

• Retirement matching program.

• Free 1Password account.

• Paid volunteer days.

• Peer-to-peer recognition through Bonusly.

• Remote-first work environment.

• In-person onboarding in Toronto for go-to-market roles.

• Occasional travel to department offsites, meetings, and customer events.

• Accommodation available during the recruitment process.