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Salary: USD 143,800 - 194,600 / annual
Dropbox is seeking a Program Manager, Customers to build the connective layer between Early Product Development (EPD) and Go-To-Market (GTM). This role will plan, recruit, launch, engage, measure, and close out customer programs while maintaining clear product-readiness standards and strong customer experience.
The position is execution-focused with broad 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 for functional owners.
You will work closely with Product, Design, Research, Product Marketing, Launch Ops, Customer Marketing, Customer Success, Sales, Brand Studio, Community, and Analytics teams. 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.
Key responsibilities include: standing up and running repeatable customer programs (planning, recruitment, onboarding, engagement, measurement, closeout, transition); creating shared operating infrastructure (intake processes, recruitment criteria, briefs, templates, playbooks, status reporting, feedback tracking, escalation paths); coordinating multiple teams around shared plans, decisions, milestones, and handoffs; owning execution of pre-PMF customer testing through H2 (product evaluation, messaging feedback, phased-rollout support, measurement, exit criteria); supporting the relaunch and ongoing operation of the Customer Advisory Board (recruitment, cadence management, agenda design, synthesis for senior leaders); integrating customer testing into the product-launch process as a readiness gate; and establishing recurring customer listening and insight-loop practices that connect customer-support signals, Voice of Customer, 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 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
