Role Description
Dropbox is looking for a Program Manager, Customers to build the connective layer between EPD and GTM as we test products, evolve the platform, and learn from our managed customer base. This role will plan, recruit, launch, engage, measure, and close out customer programs while maintaining clear product-readiness standards and a strong customer experience.
The role is execution-focused but broad in scope. The immediate priority is creating a scalable way to test pre-PMF products with existing managed customers, including priority programs. Over time, the role will support additional customer-facing EPD initiatives, help relaunch and operate Dropbox’s Customer Advisory Board, integrate customer testing into launch processes, and establish repeatable playbooks that can be adopted by functional owners.
You will work closely with Product, Design, Research, PMM, Launch Ops, Customer Marketing, CS, Sales, Brand Studio, Community, and Analytics. You will have 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.
Responsibilities
- Stand up and run repeatable customer programs, including planning, recruitment, onboarding, engagement, measurement, closeout, and transition to the long-term owning team.
- Create shared operating infrastructure, including intake processes, recruitment and readiness criteria, briefs, templates, playbooks, status reporting, feedback tracking, escalation paths, and a single source of truth.
- Coordinate Product, Design, Research, PMM, Launch Ops, Customer Marketing, CS, Sales, Brand Studio, Community, and Analytics around shared plans, decisions, milestones, and handoffs.
- Own the execution of pre-PMF customer testing through H2, including product evaluation, messaging feedback, phased-rollout support, measurement, and exit criteria.
- Support the relaunch and ongoing operation of Dropbox’s Customer Advisory Board through recruitment, cadence management, agenda design, and synthesis for senior leaders and partner teams.
- Integrate customer testing into the product-launch process as a readiness gate or stage, partnering with PMM and Launch Ops as the process matures.
- 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.
Requirements
- 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.
- Experience coordinating multiple teams with different goals, dependencies, and decision rights while maintaining clear ownership and follow-through.
- Strong operating discipline: able to create practical processes, readiness criteria, documentation, reporting rhythms, and repeatable playbooks.
- Experience working directly with customers or customer-facing teams, including recruiting participants, managing engagement, gathering feedback, and protecting customer experience.
- 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.
Preferred Qualifications
- 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.
Durable Skills
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:
- Awareness: Understand yourself and others.
- Judgment: Evaluate information and make decisions in complex situations.
- Adaptability: Learn, adjust, and stay effective through change.
- Connection: Communicate, collaborate, and build trust.
To learn more about why these skills matter and what the data shows about thriving through change, read this blog post from our Chief People Officer, Melanie Rosenwasser.