Senior Staff Customer Operations Program Manager

Responsibilities

• Run the CX operating rhythm and change management, including the OKR program, meeting cadences, documentation, tooling, and team coaching.
• Assemble data and draft materials for QBRs and offsites, track leadership action items, and lead cross-functional special projects end to end.
• Establish oversight for customer programs, including onboarding, offboarding, maintenance windows, incident debriefs, and new deployments.
• Maintain a current view of critical CX timelines and surface risks before they become misses.
• Own delivery of AI tooling within CX, including triage agents, AI-assisted reliability engineering, and support automation releases.
• Coordinate launch readiness, including enablement, customer communications, Jira hygiene, and go/no-go decisions for new product releases.

Requirements

• 8+ years of experience in technical program management, strategy and operations, chief of staff, or related roles at a high-growth technology company.
• Experience with GPU, cloud infrastructure, inference, model lifecycle, or other technical, API-first products and their customers.
• Experience with customer-success operations or scaled, programmatic customer success.
• Ability to design durable, scalable operational frameworks from the ground up.
• Hands-on experience prototyping with LLMs and modern AI tools.
• Fluency with Salesforce, Sigma, Claude Code, Workato, and disparate data sources.
• Ability to operate autonomously amid shifting priorities.

Nice-to-Haves

• High agency and a bias for action.
• Low ego and high standards, with the ability to build trusted relationships across teams.
• Prior experience as the first program-management hire in a function or company.

Benefits and Compensation

• Compensation range: $175,000 - $245,000.
• Restricted Stock Units included in all offers.
• Health insurance options including HDHP and PPO, plus vision and dental coverage for employees and dependents.
• Employer HSA contributions.
• Paid parental leave.
• Paid life insurance and short- and long-term disability coverage.
• Teladoc.
• 401(k) with a 100% match up to 4% of salary.
• Generous paid time off and holiday schedule.
• Cell phone reimbursement.
• Tuition reimbursement.
• Calm app subscription.
• MetLife Legal.
• Company-paid commuter benefit of up to $300 per month.