- 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

- 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

Benefits

- On-site fitness and meditation classes

- Commuter subsidies
- Medical, dental, and vision coverage

- We offer a generous company contribution toward individual medical, dental, and vision insurance coverage, including contributions toward dependent premiums

- Start building a successful 401K retirement plan with our dollar for dollar contribution match, up to $1,500 per quarter to a maximum of $6,000 per calendar year

- Keep sharing and collaborating with friends and family even when you’re not at work with free Dropbox space for your whole crew

- Take the vacation you’ve always dreamed of with up to four consecutive weeks of paid time off

- Celebrate common holidays without your paycheck taking the hit with 11 company paid holidays

- Each Dropboxer has access to 32 hours of paid volunteer time off each year that they can use to support the causes close to their hearts

- We regularly offer panels and seminars featuring the best minds in tech, talent, diversity, and beyond that any Dropboxer can attend from the comfort of their home

- No two Dropboxers are the same, and their benefits shouldn’t be either. Our Perks allowance empowers employees to customize their benefits in line with what really matters to them- Experience working directly with customers or customer-facing teams, including recruiting participants, managing engagement, gathering feedback, and protecting customer experience





- Experience coordinating multiple teams with different goals, dependencies, and decision rights while maintaining clear ownership and follow-through

- Strong written and verbal communication skills, including the ability to synthesize qualitative and quantitative inputs into explicit 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

- 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

- Strong operating discipline: able to create practical processes, readiness criteria, documentation, reporting rhythms, and repeatable playbooks

- Judgment: Evaluate information and make decisions in complex situations

- Awareness: Understand yourself and others

- Adaptability: Learn, adjust, and stay effective through change

- Connection: Communicate, collaborate, and build trust

- 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:

- 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

📌 Program Manager (Customers) (Canada)
🏢 Dropbox
📍 Canada