Staff Program Manager, CX Operations & Programs

As a Staff Program Manager on the Customer Experience (CX) Operations & Programs team, you'll lead strategic, cross-functional initiatives that strengthen customer engagement and turn customer insight into action. Reporting to the Senior Manager, Operations & Programs, this role is remote in Canada or the United States, with a preference for Eastern Time. All go-to market roles will have an in-person onboarding in Toronto.

Responsibilities

Lead strategic programs across customer engagement, including Voice of Customer, customer content, advocacy, and related initiatives; Establish clear plans, owners, milestones, dependencies, success measures, and operating rhythms that improve visibility and execution; Build scalable ways to collect, synthesize, and activate customer feedback, connecting insights to decisions, communications, and measurable improvements; Lead cross-functional initiatives that improve customer journeys, handoffs, feedback loops, and other important moments across the customer lifecycle; Partner with Customer Experience, Go To Market (GTM), Product, Engineering, Revenue Operations (RevOps), and other teams to manage tradeoffs and deliver shared outcomes; Present concise, recommendation-led updates in team meetings, company forums, and executive discussions; Support rollout, communications, enablement, and adoption for new programs, processes, tools, and ways of working, while identifying opportunities for simplification and automation

Requirements

6+ years of experience in program management, operations, strategy and operations, or a related field, including work on customer-focused programs; Experience leading complex, cross-functional initiatives from initial scope through implementation, adoption, and transition to ongoing ownership; Ability to create structure from ambiguity, right-size processes, manage competing priorities, and move work forward with sound judgment; Strong executive presence and communication skills, with the ability to present recommendations, tradeoffs, risks, and decisions to stakeholders at all levels; Experience influencing partners without formal authority and aligning teams with different priorities, working styles, and levels of technical knowledge; Demonstrated experience using AI-enabled tools and automation to improve research, analysis, planning, communication, workflow execution, or operational efficiency

Nice to have

Experience in Customer Success, customer engagement, Voice of Customer, customer advocacy, customer insights, customer content, digital engagement, or customer education; Familiarity with tools such as Asana or Notion; Project management certification

Benefits

Benefits program (health, dental, 401k or RRSP and many others); Generous paid time off; Equity grant (RSU program); Participation in incentive programs where applicable; Maternity and parental leave top-up programs; Competitive health benefits; Retirement matching program; Free 1Password account; Paid volunteer days; Peer-to-peer recognition through Bonusly; Remote-first work environment