Program Manager running Mila Ventures’ Founders in Residence program. Recruiting entrepreneurs, connecting them with AI researchers, and managing partnerships from sourcing to signed matches.
About the role
- Program Manager connecting Dropbox’s customer programs, product testing, and go-to-market teams. Building scalable testing infrastructure and insight loops for managed customers.
Responsibilities
- Build the connective layer between EPD and GTM while testing products, evolving the platform, and learning from managed customers
- Plan, recruit, launch, engage, measure, and close out customer programs while maintaining product-readiness standards and a strong customer experience
- 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 pre-PMF customer testing through H2, including product evaluation, messaging feedback, phased-rollout support, measurement, and exit criteria
- Support 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
- Establish recurring customer listening and insight-loop practices connecting support signals, VoC, UXR, managed-customer feedback, and S-team engagement to EPD and GTM decision-making
Requirements
- 5+ years of program management, operations, customer research operations, product operations, go-to-market operations, or a related field delivering complex cross-functional programs
- 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
- Ability 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 synthesizing qualitative and quantitative inputs into clear recommendations and decisions
- Sound judgment about product readiness, customer participation, confidentiality, escalation, and learning quality
- Preferred: experience with pre-PMF product testing, beta or Design Partner programs, Customer Advisory Boards, Voice of Customer, user research operations, or customer advocacy programs
- Preferred: experience embedding customer feedback or testing into product-launch, launch-readiness, or product-operations processes
- Preferred: experience building scalable programs and transitioning them to durable functional owners
- Preferred: experience in a SaaS, collaboration, productivity, platform, or enterprise software environment
- Preferred: familiarity with customer insight systems, feedback taxonomies, program dashboards, or participant-health and product-signal tracking tools
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