Program Manager, Customers
Leads scalable customer-testing and advisory programs that connect product, go-to-market, and managed-customer feedback. The role requires at least five years of complex cross-functional program experience and strong process, communication, and judgment skills.
About the job
Responsibilities
- Stand up and run repeatable customer programs, including planning, recruitment, onboarding, engagement, measurement, closeout, and transition to the long-term owning team.
- Create operating infrastructure such as 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, Customer Success, Sales, Brand Studio, Community, and Analytics around shared plans, decisions, milestones, and handoffs.
- Own execution of pre-PMF customer testing, including product evaluation, messaging feedback, phased-rollout support, measurement, and exit criteria.
- Support the relaunch and ongoing operation of a Customer Advisory Board through recruitment, cadence management, agenda design, and synthesis for senior leaders and partner teams.
- Integrate customer testing into product-launch processes as a readiness gate or stage.
- Establish recurring customer listening and insight-loop practices connecting support signals, Voice of Customer, user research, managed-customer feedback, and executive engagement to product and go-to-market decisions.
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 ambiguous customer-facing initiatives from planning through execution, measurement, closeout, and handoff.
- Experience coordinating multiple teams with different goals, dependencies, and decision rights while maintaining ownership and follow-through.
- Strong operating discipline, including process creation, readiness criteria, documentation, reporting rhythms, and repeatable playbooks.
- Experience working directly with customers or customer-facing teams, including participant recruitment, engagement management, feedback gathering, and customer-experience protection.
- Strong written and verbal communication, with the ability to synthesize qualitative and quantitative inputs into recommendations and decisions.
- Sound judgment regarding product readiness, customer participation, confidentiality, escalation, and learning quality.
Preferred Qualifications
- 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 scaling programs across products, customer segments, or launch types and transitioning them to durable functional owners.
- Experience in SaaS, collaboration, productivity, platform, or enterprise software environments.
- Familiarity with customer insight systems, feedback taxonomies, program dashboards, or participant-health and product-signal tracking tools.
Compensation
- United States Zone 2: $143,800–$194,600 USD annually.
- United States Zone 3: $127,800–$173,000 USD annually.
Skills
Program Management, Product Operations, Go-To-Market Operations, Customer Research, Pre-Pmf Testing, Voice Of Customer, User Research Operations, Customer Advisory Boards, Cross-Functional Coordination, Product Launches, Program Dashboards, Feedback Taxonomies
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