Program Manager, Customer Programs
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DropboxB2B SaaS
Remote - Canada: Select locationsFull-TimeSenior
Salary128,400 - 173,700 CAD per year
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Job Details
- Experience
- 8+ years of experience in program management, customer programs, strategy & operations, GTM operations, product operations, or a related field
- Required Skills
- Product OperationsCross-functional Team LeadershipStakeholder management
Requirements
- Have 8+ years of experience in program management, customer programs, strategy and operations, GTM operations, product operations, or a related field.
- Demonstrate ownership of complex cross-functional programs.
- Be able to take highly ambiguous initiatives from problem definition through execution, measurement, and outcomes with limited direction.
- Have experience leading programs involving customers or customer-facing teams.
- Demonstrate judgment in customer selection, engagement, communications, expectations, and experience.
- Coordinate senior stakeholders and functions with differing priorities, dependencies, and decision rights while maintaining momentum and accountability.
- Use operating judgment to set an appropriate level of structure, make tradeoffs, simplify, and build repeatable mechanisms.
- Synthesize qualitative and quantitative information into concise recommendations, decisions, and executive updates.
- Operate as a hands-on senior individual contributor across strategic problem-solving and detailed execution.
Responsibilities
- Lead complex customer programs end-to-end, translating ambiguous priorities into objectives, operating plans, milestones, decision points, owners, risks, and measurable outcomes.
- Coordinate the customer experience across Dropbox by partnering with Sales, Customer Success, Product, and other teams.
- Lead cross-functional teams through competing priorities, dependencies, and ambiguity, driving decisions and accountability.
- Connect customer feedback, behavior, and program results to Product and GTM owners and translate them into decisions or documented next steps.
- Build scalable program infrastructure, including workbacks, decision rights, readiness criteria, status mechanisms, risk paths, measurement, and reusable playbooks.
- Provide executive-level synthesis of program health, customer signal, risks, tradeoffs, decisions, and recommendations.
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