Program Manager, Customers

Job not on LinkedIn

🔥 1 minute ago

🇨🇦 Canada – Remote

💵 $128.4k - $173.7k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📋 Program Manager

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Dropbox

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2007

💼 Consulting

🏭 Manufacturing

📦 Logistics

Consulting • Manufacturing • Logistics

Dropbox is a cloud-based service that provides tools for storing, sharing, and accessing files across devices. It offers features such as document sharing, video review, automatic backups, and AI-driven scheduling. Dropbox also provides solutions for different sectors like teams, sales, marketing, and education, and industries including construction, media, technology, and manufacturing. With a focus on security, Dropbox ensures files are encrypted and protected against tampering. It offers integrations with various productivity tools and is trusted by major companies for efficient file management and collaboration.

📋 Description

• Build the connective layer between EPD and GTM while testing products, evolving the platform, and learning from managed customers • Plan, recruit, launch, engage, measure, and close out customer programs while maintaining product-readiness standards and a strong customer experience • Stand up and run repeatable customer programs, including planning, recruitment, onboarding, engagement, measurement, closeout, and transition to the long-term owning team • 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 • Coordinate Product, Design, Research, PMM, Launch Ops, Customer Marketing, CS, Sales, Brand Studio, Community, and Analytics around shared plans, decisions, milestones, and handoffs • Own pre-PMF customer testing through H2, including product evaluation, messaging feedback, phased-rollout support, measurement, and exit criteria • Support relaunch and ongoing operation of Dropbox’s Customer Advisory Board through recruitment, cadence management, agenda design, and synthesis for senior leaders and partner teams • Integrate customer testing into the product-launch process as a readiness gate or stage • Establish recurring customer listening and insight-loop practices connecting support signals, VoC, UXR, managed-customer feedback, and S-team engagement to EPD and GTM decision-making

🎯 Requirements

• 5+ years of program management, operations, customer research operations, product operations, go-to-market operations, or a related field delivering complex cross-functional programs • 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 • Ability 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 synthesizing qualitative and quantitative inputs into clear recommendations and decisions • Sound judgment about 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 embedding customer feedback or testing into product-launch, launch-readiness, or product-operations processes • Preferred: experience building scalable programs and transitioning them to durable 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