Note: The job is a remote job and is open to candidates in USA. Dropbox is a global software company focused on collaboration and productivity solutions. The Program Manager, Customers will build and operate scalable customer programs that connect product development and go-to-market teams, including pre-product-market-fit testing and Customer Advisory Board initiatives. The role will establish operating infrastructure, coordinate cross-functional stakeholders, measure customer insights, and integrate customer feedback into product and launch decisions.
Responsibilities
- Stand up and run repeatable customer programs, including planning, recruitment, onboarding, engagement, measurement, closeout, and transition to the long-term owning team
- Create shared operating infrastructure, including 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, CS, Sales, Brand Studio, Community, and Analytics around shared plans, decisions, milestones, and handoffs
- Own the execution of pre-PMF customer testing through H2, including product evaluation, messaging feedback, phased-rollout support, measurement, and exit criteria
- Support the relaunch and ongoing operation of Dropbox’s Customer Advisory Board through recruitment, cadence management, agenda design, and synthesis for senior leaders and partner teams
- Integrate customer testing into the product-launch process as a readiness gate or stage, partnering with PMM and Launch Ops as the process matures
- Establish recurring customer listening and insight-loop practices that connect customer-support signals, VoC, UXR, managed-customer feedback, and S-team engagement back into EPD and GTM decision-making
Skills
- 8+ years of program management, operations, customer research operations, product operations, go-to-market operations, or a related field with experience delivering complex cross-functional programs
- Demonstrated ability to take an ambiguous customer-facing initiative from planning through execution, measurement, closeout, and handoff
- Experience coordinating multiple teams with different goals, dependencies, and decision rights while maintaining clear ownership and follow-through
- Strong operating discipline: able to create practical processes, readiness criteria, documentation, reporting rhythms, and repeatable playbooks
- Experience working directly with customers or customer-facing teams, including recruiting participants, managing engagement, gathering feedback, and protecting customer experience
- Strong written and verbal communication skills, including the ability to synthesize qualitative and quantitative inputs into clear recommendations and decisions
- Sound judgment about product readiness, customer participation, confidentiality, escalation, and when to protect learning quality over premature storytelling or account-driven requests
- Awareness: Understand yourself and others
- Judgment: Evaluate information and make decisions in complex situations
- Adaptability: Learn, adjust, and stay effective through change
- Connection: Communicate, collaborate, and build trust
- This role requires travel to offsites and various other team gatherings (approximately 5-10% of the year or 2-3 days per quarter)
- 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 building a program that scales across products, customer segments, or launch types and then transitioning it to a durable functional owner
- Experience in a SaaS, collaboration, productivity, platform, or enterprise software environment
- Familiarity with customer insight systems, feedback taxonomies, program dashboards, or tools used to track participant health and product signal
- Ownership: You use AI responsibly by protecting data, applying sound judgment, and taking accountability for the quality and accuracy of your work
- Experimentation: You explore new AI capabilities and apply them to improve workflows within approved tools and practices
- Leverage: You use AI to enhance thinking, improve efficiency, and increase your impact and your team's
- Learning: You stay current on emerging AI tools and trends, continuously build your skills, and share what you learn with others
Benefits
- All regular employees are also eligible for the corporate bonus program.
- All regular employees are eligible for stock in the form of Restricted Stock Units (RSUs).
- Dropbox’s Virtual First way of working provides flexibility, autonomy, and connection.
- Teams work remotely with nonlinear schedules and core collaboration hours that support deep focus and individual working styles.
- Dropbox prioritizes asynchronous communication to improve clarity, respect deep work time, and reduce unnecessary meetings.
- Teams come together through regular team gatherings, on-demand workspaces, and Dropbox Neighborhood events.
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