Program Manager (Customers)

Join Dropbox as a Program Manager, Customers, where you will be responsible for building the connective layer between EPD and GTM. You will plan, recruit, launch, engage, measure, and close out customer programs while maintaining clear product-readiness standards and a strong customer experience. This execution-focused role will involve 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.

• Plan, recruit, launch, engage, measure, and close out customer programs while maintaining clear product-readiness standards and a strong customer experience.
• Create a scalable way to test pre-PMF products with existing managed customers, including priority programs, and support additional customer-facing EPD initiatives.
• 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.

• Demonstrated ability to take an ambiguous customer-facing initiative from planning through execution, measurement, closeout, and handoff
• 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
• Experience working directly with customers or customer-facing teams, including recruiting participants, managing engagement, gathering feedback, and protecting customer experience
• Experience coordinating multiple teams with different goals, dependencies, and decision rights while maintaining clear ownership and follow-through
• Sound judgment about product readiness, customer participation, confidentiality, escalation, and when to protect learning quality over premature storytelling or account-driven requests
• Strong written and verbal communication skills, including the ability to synthesize qualitative and quantitative inputs into clear recommendations and decisions
• Strong operating discipline: able to create practical processes, readiness criteria, documentation, reporting rhythms, and repeatable playbooks
• Adaptability: Learn, adjust, and stay effective through change
• Judgment: Evaluate information and make decisions in complex situations
• Connection: Communicate, collaborate, and build trust
• Awareness: Understand yourself and others
• 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
• Familiarity with customer insight systems, feedback taxonomies, program dashboards, or tools used to track participant health and product signal
• Experience in a SaaS, collaboration, productivity, platform, or enterprise software environment