Program Manager, Customer Programs

Dropbox is hiring a Senior Program Manager, Customer Programs to lead complex, cross-functional programs that deepen customer engagement and deliver value. The role coordinates customer experiences across the product and customer lifecycle, connects customer feedback to business action, and builds scalable program practices.

Responsibilities:

• Lead complex customer programs end-to-end, translating ambiguous business priorities into clear objectives, operating plans, milestones, decision points, owners, risks, and measurable outcomes
• Create a coordinated customer experience across Dropbox by partnering with Sales, Customer Success, Product, and other teams to ensure customers receive clear expectations, thoughtful engagement, and appropriate follow-through
• Lead large cross-functional teams through competing priorities, dependencies, and ambiguity, driving decisions and accountability without relying on formal authority
• Connect customer signal to action by ensuring feedback, behavior, and program results reach the right Product and GTM owners and translate into decisions, changes, or clearly documented next steps
• Build practical and scalable program infrastructure - including workbacks, decision rights, readiness criteria, status mechanisms, risk/escalation paths, measurement, and reusable playbooks - while avoiding unnecessary process
• Provide clear executive-level synthesis of program health, customer signal, risks, tradeoffs, decisions, and recommendations

Requirements:

• 8+ years of experience in program management, customer programs, strategy & operations, GTM operations, product operations, or a related field, with demonstrated ownership of complex cross-functional programs
• Demonstrated ability to take a highly ambiguous initiative from problem definition through execution, measurement, and outcome, operating independently with limited direction
• Experience leading programs involving customers or customer-facing teams, with strong judgment around customer selection, engagement, communications, expectations, and experience
• Demonstrated ability to coordinate multiple senior stakeholders and functions with different priorities, dependencies, and decision rights while maintaining momentum and accountability
• Strong operating judgment: able to determine the appropriate level of structure for a problem, make tradeoffs, simplify where possible, and build repeatable mechanisms where needed
• Strong written and verbal communication skills, including the ability to synthesize complex qualitative and quantitative information into concise recommendations, decisions, and executive updates
• Demonstrated ability to operate as a hands-on senior IC, moving comfortably between strategic problem-solving and the detailed execution required to deliver a program successfully
• Experience leading customer programs involving early product feedback, beta/early-access programs, customer validation, product launches, adoption, advocacy, or strategic customer engagement
• Experience working across both Product/EPD and GTM organizations and translating customer needs and business requirements between the two
• Experience building a new program or operating model and scaling it across products, customer segments, or business priorities
• Experience in B2B SaaS, enterprise software, collaboration/productivity technology, or another complex technology environment
• Experience using AI and automation to improve program execution, customer insights, synthesis, reporting, or operating efficiency