Program Manager (Customers)

About the role

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 have a broad scope, with an immediate priority of creating a scalable way to test pre-PMF products with existing managed customers. You will work closely with various teams and have substantial cross-functional exposure. Key missions: 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.. 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. Profile: - 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 - 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 - 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 - Strong operating discipline: able to create practical processes, readiness criteria, documentation, reporting rhythms, and repeatable playbooks - Judgment: Evaluate information and make decisions in complex situations - Awareness: Understand yourself and others - Adaptability: Learn, adjust, and stay effective through change - Connection: Communicate, collaborate, and build trust - AI fluency means using these tools to amplify human judgment, not replace it. We believe people with these skills will thrive as work and technology continue to evolve: - 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