Program Manager, Customers

About this role

<h2 class="p1"><span class="s1">Role Description</span></h2> <p><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz81zz86zcvlz122zs3wgz73zz76zz70zhbz122zz78zloz87zz67zjh3xz86z8j4dz70z">Dropbox is looking for a Program Manager, Customers to build the connective layer between EPD and GTM as we test products, evolve the platform, and learn from our managed customer base. This role will plan, recruit, launch, engage, measure, and close out customer programs while maintaining clear product-readiness standards and a strong customer experience.</span></p> <p><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz81zz86zcvlz122zs3wgz73zz76zz70zhbz122zz78zloz87zz67zjh3xz86z8j4dz70z">The role is execution-focused but broad in scope. The immediate priority is creating a scalable way to test pre-PMF products with existing managed customers, including priority programs. Over time, the role will support additional customer-facing EPD initiatives, help relaunch and operate Dropbox’s Customer Advisory Board, integrate customer testing into launch processes, and establish repeatable playbooks that can be adopted by functional owners.</span></p> <p><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz81zz86zcvlz122zs3wgz73zz76zz70zhbz122zz78zloz87zz67zjh3xz86z8j4dz70z">You will work closely with Product, Design, Research, PMM, Launch Ops, Customer Marketing, CS, Sales, Brand Studio, Community, and Analytics. You will have substantial cross-functional exposure and the opportunity to turn customer participation into clearer product decisions, stronger launch readiness, and a closed insight loop back into product and GTM.</span></p> <h2 class="p1"><span class="s1">Responsibilities</span></h2> <ul class="listtype-bullet listindent1 list-bullet1" data-testid="bullet-list" data-test-indentation="1"> <li><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz81zz86zcvlz122zs3wgz73zz76zz70zhbz122zz78zloz87zz67zjh3xz86z8j4dz70z">Stand up and run repeatable customer programs, including planning, recruitment, onboarding, engagement, measurement, closeout, and transition to the long-term owning team.</span></li> <li><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz81zz86zcvlz122zs3wgz73zz76zz70zhbz122zz78zloz87zz67zjh3xz86z8j4dz70z">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.</span></li> <li><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz81zz86zcvlz122zs3wgz73zz76zz70zhbz122zz78zloz87zz67zjh3xz86z8j4dz70z">Coordinate Product, Design, Research, PMM, Launch Ops, Customer Marketing, CS, Sales, Brand Studio, Community, and Analytics around shared plans, decisions, milestones, and handoffs.</span></li> <li><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz81zz86zcvlz122zs3wgz73zz76zz70zhbz122zz78zloz87zz67zjh3xz86z8j4dz70z">Own the execution of pre-PMF customer testing through H2, including product evaluation, messaging feedback, phased-rollout support, measurement, and exit criteria.</span></li> <li><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz81zz86zcvlz122zs3wgz73zz76zz70zhbz122zz78zloz87zz67zjh3xz86z8j4dz70z">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.</span></li> <li><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz81zz86zcvlz122zs3wgz73zz76zz70zhbz122zz78zloz87zz67zjh3xz86z8j4dz70z">Integrate customer testing into the product-launch process as a readiness gate or stage, partnering with PMM and Launch Ops as the process matures.</span></li> <li><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz81zz86zcvlz122zs3wgz73zz76zz70zhbz122zz78zloz87zz67zjh3xz86z8j4dz70z">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.</span></li> </ul> <h2 class="p1"><span class="s1">Requirements</span></h2> <ul class="listtype-bullet listindent1 list-bullet1" data-testid="bullet-list" data-test-indentation="1"> <li><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz81zz86zcvlz122zs3wgz73zz76zz70zhbz122zz78zloz87zz67zjh3xz86z8j4dz70z">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.</span></li> <li><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz81zz86zcvlz122zs3wgz73zz76zz70zhbz122zz78zloz87zz67zjh3xz86z8j4dz70z">Demonstrated ability to take an ambiguous customer-facing initiative from planning through execution, measurement, closeout, and handoff.</span></li> <li><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz81zz86zcvlz122zs3wgz73zz76zz70zhbz122zz78zloz87zz67zjh3xz86z8j4dz70z">Experience coordinating multiple teams with different goals, dependencies, and decision rights while maintaining clear ownership and follow-through.</span></li> <li><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz81zz86zcvlz122zs3wgz73zz76zz70zhbz122zz78zloz87zz67zjh3xz86z8j4dz70z">Strong operating discipline: able to create practical processes, readiness criteria, documentation, reporting rhythms, and repeatable playbooks.</span></li> <li><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz81zz86zcvlz122zs3wgz73zz76zz70zhbz122zz78zloz87zz67zjh3xz86z8j4dz70z">Experience working directly with customers or customer-facing teams, including recruiting participants, managing engagement, gathering feedback, and protecting customer experience.</span></li> <li><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz81zz86zcvlz122zs3wgz73zz76zz70zhbz122zz78zloz87zz67zjh3xz86z8j4dz70z">Strong written and verbal communication skills, including the ability to synthesize qualitative and quantitative inputs into clear recommendations and decisions.</span></li> <li><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz81zz86zcvlz122zs3wgz73zz76zz70zhbz122zz78zloz87zz67zjh3xz86z8j4dz70z">Sound judgment about product readiness, customer participation, confidentiality, escalation, and when to protect learning quality over premature storytelling or account-driven requests.</span></li> </ul> <h2>Preferred Qualifications</h2> <ul class="listtype-bullet listindent1 list-bullet1" data-testid="bullet-list" data-test-indentation="1"> <li><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz81zz86zcvlz122zs3wgz73zz76zz70zhbz122zz78zloz87zz67zjh3xz86z8j4dz70z">Experience with pre-PMF product testing, beta or Design Partner programs, Customer Advisory Boards, Voice of Customer, user research operations, or customer advocacy programs.</span></li> <li><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz81zz86zcvlz122zs3wgz73zz76zz70zhbz122zz78zloz87zz67zjh3xz86z8j4dz70z">Experience embedding customer feedback or testing into product-launch, launch-readiness, or product-operations processes.</span></li> <li><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz81zz86zcvlz122zs3wgz73zz76zz70zhbz122zz78zloz87zz67zjh3xz86z8j4dz70z">Experience building a program that scales across products, customer segments, or launch types and then transitioning it to a durable functional owner.</span></li> <li><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz81zz86zcvlz122zs3wgz73zz76zz70zhbz122zz78zloz87zz67zjh3xz86z8j4dz70z">Experience in a SaaS, collaboration, productivity, platform, or enterprise software environment.</span></li> <li><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz81zz86zcvlz122zs3wgz73zz76zz70zhbz122zz78zloz87zz67zjh3xz86z8j4dz70z">Familiarity with customer insight systems, feedback taxonomies, program dashboards, or tools used to track participant health and product signal.</span></li> </ul> <h2>Durable S