Staff Program Manager, CX Operations & Programs
New
1
1PasswordCybersecurity software
Remote in Canada or the United States, Eastern Time preferredFull-TimeStaff
SalaryUSA-based roles only: The annual base salary for this role is between $131,000 USD and $190,000 USD, and is commission-eligible. Canada-based roles only: The annual base salary for this role is between $110,000 CAD and $160,000 CAD and is commission-eligible.
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Job Details
- Experience
- 6+ years of experience in program management, operations, strategy and operations, or a related field, including work on customer-focused programs.
- Required Skills
- Cross-functional Team LeadershipAsanaNotion
Requirements
- Have 6+ years of experience in program management, operations, strategy and operations, or a related field, including customer-focused programs.
- Have experience leading complex cross-functional initiatives from initial scope through implementation, adoption, and transition to ongoing ownership.
- Create structure from ambiguity, right-size processes, manage competing priorities, and move work forward with sound judgment.
- Present recommendations, tradeoffs, risks, and decisions to stakeholders at all levels.
- Influence partners without formal authority and align teams with different priorities, working styles, and levels of technical knowledge.
- Demonstrate experience using AI-enabled tools and automation to improve research, analysis, planning, communication, workflow execution, or operational efficiency.
- Customer Success, customer engagement, Voice of Customer, customer advocacy, customer insights, customer content, digital engagement, or customer education experience is preferred.
- Familiarity with Asana or Notion, or a project management certification, is helpful.
Responsibilities
- Lead strategic programs across customer engagement, including Voice of Customer, customer content, advocacy, and related initiatives.
- Establish plans, owners, milestones, dependencies, success measures, and operating rhythms.
- Build scalable ways to collect, synthesize, and activate customer feedback.
- Connect customer insights to decisions, communications, and measurable improvements.
- Lead initiatives that improve customer journeys, handoffs, feedback loops, and other moments across the customer lifecycle.
- Partner with Customer Experience, Go To Market, Product, Engineering, Revenue Operations, and other teams to manage tradeoffs and deliver shared outcomes.
- Present recommendation-led updates in team meetings, company forums, and executive discussions.
- Support rollout, communications, enablement, and adoption for programs, processes, tools, and ways of working.
- Identify opportunities for simplification and automation.
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