Senior Staff Customer Operations Program Manager
This senior individual-contributor role will run the Customer Experience operating rhythm, manage OKRs and change management, prepare leadership materials, oversee customer program timelines, deliver AI tooling, and coordinate launch readiness.
Responsibilities
- Run the customer experience operating rhythm and change management
- Own the OKR program
- Rationalize meeting cadences and syncs
- Coach teams through change using documentation and tooling
- Prepare data and materials for QBRs and offsites
- Track leadership action items to completion
- Run cross-functional special projects
- Oversee customer program timelines and surface risks
- Manage delivery of AI tooling within customer experience
- Coordinate launch readiness, enablement, communications, Jira hygiene, and go/no-go calls
Requirements
- 8+ years of experience in technical program management, strategy and operations, chief-of-staff, or related roles at a high-growth technology company
- Experience with GPU, cloud infrastructure, inference, model lifecycle, or technical API-first products
- Experience with customer-success operations or scaled customer success
- Experience designing scalable operational frameworks
- Experience prototyping with LLMs and modern AI tools
- Fluency with Salesforce, Sigma, Claude Code, and Workato
- Ability to operate autonomously amid shifting priorities
Benefits
- Industry competitive pay
- Restricted Stock Units
- Health insurance options including HDHP and PPO
- Vision insurance
- Dental insurance
- Employer HSA contributions
- Paid parental leave
- Paid life insurance
- Short-term and long-term disability insurance
- Teladoc
- 401(k) with 100% match up to 4% of salary
- Paid time off
- Paid holidays
- Cell phone reimbursement
- Tuition reimbursement
- Calm app subscription
- MetLife Legal
- Company-paid commuter benefit up to $300 per month