Program Manager, Customer Programs

Job Description:

  • Lead complex customer programs end-to-end, translating ambiguous business priorities into objectives, operating plans, milestones, decision points, owners, risks, and measurable outcomes.
  • Create a coordinated customer experience across Dropbox by partnering with Sales, Customer Success, Product, and other teams.
  • Lead large cross-functional teams through competing priorities, dependencies, and ambiguity, driving decisions and accountability without formal authority.
  • Connect customer feedback, behavior, and program results to Product and GTM decisions, changes, or documented next steps.
  • Build scalable program infrastructure, including workbacks, decision rights, readiness criteria, status mechanisms, risk/escalation paths, measurement, and reusable playbooks.
  • Provide executive-level synthesis of program health, customer signals, risks, tradeoffs, decisions, and recommendations.
  • Help Dropbox build repeatable customer-program operating mechanisms and playbooks.

Requirements:

  • 8+ years of experience in program management, customer programs, strategy & operations, GTM operations, product operations, or a related field, with demonstrated ownership of complex cross-functional programs.
  • Demonstrated ability to take a highly ambiguous initiative from problem definition through execution, measurement, and outcome, operating independently with limited direction.
  • Experience leading programs involving customers or customer-facing teams, with strong judgment around customer selection, engagement, communications, expectations, and experience.
  • Demonstrated ability to coordinate multiple senior stakeholders and functions with different priorities, dependencies, and decision rights while maintaining momentum and accountability.
  • Strong operating judgment: able to determine the appropriate level of structure for a problem, make tradeoffs, simplify where possible, and build repeatable mechanisms where needed.
  • Strong written and verbal communication skills, including the ability to synthesize complex qualitative and quantitative information into concise recommendations, decisions, and executive updates.
  • Demonstrated ability to operate as a hands-on senior IC, moving comfortably between strategic problem-solving and detailed execution.
  • Preferred: experience leading customer programs involving early product feedback, beta/early-access programs, customer validation, product launches, adoption, advocacy, or strategic customer engagement.
  • Preferred: experience working across Product/EPD and GTM organizations.
  • Preferred: experience building a new program or operating model and scaling it.
  • Preferred: experience in B2B SaaS, enterprise software, collaboration/productivity technology, or another complex technology environment.
  • Preferred: experience using AI and automation to improve program execution, customer insights, synthesis, reporting, or operating efficiency.

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