Staff Program Manager, CX Operations & Programs

Role overview Lead strategic programs that improve customer engagement and turn customer insight into action. As a Staff Program Manager on a customer experience operations team, you’ll bring structure to complex, cross-functional work and connect feedback with customer communications, product decisions, adoption, retention, and advocacy. The role is remote within Canada or the United States, with an Eastern Time preference.

Responsibilities - Lead customer engagement programs, including Voice of Customer, customer content, advocacy, and related initiatives. - Set plans, owners, milestones, dependencies, success measures, and operating rhythms to improve delivery and visibility. - Build repeatable methods to gather and synthesize customer feedback, then connect insights to decisions and measurable improvements. - Coordinate teams across functions to improve customer experiences and keep complex initiatives moving from initial scope through adoption and ongoing ownership. - Use AI-enabled tools and automation to strengthen research, planning, analysis, communication, and workflow execution. - Present recommendations, tradeoffs, risks, and decisions to stakeholders and align partners with competing priorities.

Requirements - At least six years of experience in program management, operations, strategy and operations, or a related area, including customer-focused programs. - Track record leading complex cross-functional initiatives from scoping through implementation, adoption, and transition to ongoing ownership. - Ability to create structure amid ambiguity, right-size processes, balance priorities, and exercise sound judgment. - Strong communication and executive presence, including presenting recommendations and decisions to varied audiences. - Experience influencing without formal authority and aligning teams with different priorities, working styles, and technical backgrounds. - Demonstrated use of AI tools or automation to improve work processes.

Nice to have Experience in Customer Success, Voice of Customer, customer insights, advocacy, education, content, or digital engagement. Familiarity with Asana or Notion, or a project management certification, is helpful.

Benefits and work setup Remote work is available from the United States or Canada, with an Eastern Time preference; go-to-market hires attend onboarding in Toronto. Benefits listed include health coverage, parental leave top-ups, generous paid time off, retirement matching, equity for most employees, volunteer days, and a remote-first environment. Some travel may be expected, including an average of about once monthly for leadership roles.