Program Manager, Customers

About This RoleAI processing…

Key Responsibilities

• 1
  Stand up and run repeatable customer programs, including planning, recruitment, onboarding, engagement, measurement, closeout, and transition to the long-term owning team.
• 2
  Create shared operating infrastructure, including intake processes, recruitment and readiness criteria, briefs, templates, playbooks, status reporting, feedback tracking, escalation paths, and a single source of truth.
• 3
  Coordinate Product, Design, Research, PMM, Launch Ops, Customer Marketing, CS, Sales, Brand Studio, Community, and Analytics around shared plans, decisions, milestones, and handoffs.
• 4
  Own the execution of pre-PMF customer testing through H2, including product evaluation, messaging feedback, phased-rollout support, measurement, and exit criteria.
• 5
  Support the relaunch and ongoing operation of Dropbox’s Customer Advisory Board through recruitment, cadence management, agenda design, and synthesis for senior leaders and partner teams.
• 6
  Integrate customer testing into the product-launch process as a readiness gate or stage, partnering with PMM and Launch Ops as the process matures.
• 7
  Establish recurring customer listening and insight-loop practices that connect customer-support signals, VoC, UXR, managed-customer feedback, and S-team engagement back into EPD and GTM decision-making.

Requirements

• 8+ years of program management, operations, customer research operations, product operations, go-to-market operations, or a related field with experience delivering complex cross-functional programs.
• Demonstrated ability to take an ambiguous customer-facing initiative from planning through execution, measurement, closeout, and handoff.
• Experience coordinating multiple teams with different goals, dependencies, and decision rights while maintaining clear ownership and follow-through.
• Strong operating discipline: able to create practical processes, readiness criteria, documentation, reporting rhythms, and repeatable playbooks.
• Experience working directly with customers or customer-facing teams, including recruiting participants, managing engagement, gathering feedback, and protecting customer experience.
• Strong written and verbal communication skills, including the ability to synthesize qualitative and quantitative inputs into clear recommendations and decisions.
• Sound judgment about product readiness, customer participation, confidentiality, escalation, and when to protect learning quality over premature storytelling or account-driven requests.
• Experience with pre-PMF product testing, beta or Design Partner programs, Customer Advisory Boards, Voice of Customer, user research operations, or customer advocacy programs.
• Experience embedding customer feedback or testing into product-launch, launch-readiness, or product-operations processes.
• Experience building a program that scales across products, customer segments, or launch types and then transitioning it to a durable functional owner.
• Experience in a SaaS, collaboration, productivity, platform, or enterprise software environment.
• Familiarity with customer insight systems, feedback taxonomies, program dashboards, or tools used to track participant health and product signal.
• Awareness: U nderstand yourself and others .
• Judgment: E valuat e information and mak e decisions in complex situations .
• Adaptability: L earn, adjust, and stay effective through change .
• Connection: C ommunicat e , collaborat e , and build trust .

Perks & BenefitsTypical for this role