Program Manager, Customers
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It implies we should use those headings for those sections; we could also add other headings if needed but better to stick to those. However we have substantive content like Virtual First, Team Description, AI Fluency that are not covered by those headings. Should we drop them? The instruction: "Preserve ALL substantive information; do NOT invent or summarize away detail." So we need to keep that info. If we don't have a heading for it, we could embed it under an existing heading like About the role or maybe under a generic
after the headings. The instruction says "use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It doesn't forbid other headings, but suggests using h3 for those. We could add additional h3 headings for other sections like Virtual First, Team Description, AI Fluency. That would preserve info. However the instruction says "Prefer a few substantive sections over many thin ones." So maybe we should integrate those details into existing sections where appropriate. For example, Virtual First description could go under About the role or maybe a separate "Work Model" but not in list. Could we treat it as part of About the role? The role description already includes description of role; Virtual First is about company working model. Could be placed under a separate section like "Work Environment" but not in list. The instruction says we should not create sections unless posting has real specific content for it. It does have Virtual First content, so we could create a section for it, but we need to decide heading. Since not in the prescribed list, we could still use h3 with a meaningful heading like "Virtual First Work Model". That would be okay.
Similarly Team Description could be its own section. AI Fluency also.
But the instruction says "Prefer a few substantive sections over many thin ones." So maybe combine them under a heading like "About Dropbox" or "Company Overview". However we have multiple distinct topics: Company Description, Team Description, Virtual First, AI Fluency. Could combine into a section "About Dropbox". That would be a few sections.
Let's think: The posting includes:
- Role Description (About the role)
- Responsibilities
- Requirements
- Preferred Qualifications
- Durable Skills (Skills)
- Compensation (Pay)
- Benefits (just a line to read more)
- Company Description (Dropbox isn't just a workplace...)
- Team Description (The Dropbox Sales and Channel Team...)
- Virtual First (Dropbox’s Virtual First way of working...)
- AI Fluency (AI fluency is a core part...)
We need to preserve all. We could create sections:
About the role
(role description)
Responsibilities
Requirements
Qualifications
(Preferred Qualifications)
Skills
(Durable Skills)
Pay
(Compensation)
About Dropbox
(combine Company Description, Team Description, Virtual First, AI Fluency)
We could skip Benefits as no specifics.
We must not include placeholder text like "commensurate with experience". Not present.
We need to use - for any list of duties/requirements/benefits. So responsibilities list, requirements list, preferred qualifications list, durable skills list should be
- . Also maybe benefits list but we have none.
We need to use
for prose.
We must output only HTML fragment, no /, no markdown.
Let's extract content precisely.
Role Description paragraph:
"Dropbox is a Virtual First company. For this role, we are hiring in Zones 2 and 3. Zones are determined by your zip code; if you’re within 100 miles of a listed metro area (straight-line radius), you’re included in that Zone. Please check your Zone in the Compensation section below. 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."
Note there is some duplication: "Dropbox is a Virtual First company..." appears earlier. We'll include that as part of About the role? Actually the Virtual First statement is separate but could be included in About Dropbox section. However the role description includes that line at start. We'll keep it as part of About the role? The instruction says do not repeat job title as heading, but we can keep the text.
We need to avoid duplication: The text includes "Dropbox is a Virtual First company. For this role, we are hiring in Zones 2 and 3. Zones are determined by your zip code; if you’re within 100 miles of a listed metro area (straight-line radius), you’re included in that Zone. Please check your Zone in the Compensation section below." That's basically location info; we could keep it under About the role or maybe under Pay section. But we already have Compensation section with zone ranges. Might be redundant to repeat. However we must preserve all substantive information; we can keep it but maybe we can place it under About the role as introductory paragraph.
Now Responsibilities list: each bullet starts with a verb. We'll capture them exactly.
Responsibilities bullets:
- 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.
Now Requirements list:
- 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 (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 (Skills):
The text: "Durable Skills 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."
We need to format as list? It's not a list but a description. Could be a paragraph. We'll output as
with the content.
Now Pay (Compensation):
We need to
- . Also maybe benefits list but we have none.
We need to use
for prose. We must output only HTML fragment, no /, no markdown. Let's extract content precisely. Role Description paragraph: "Dropbox is a Virtual First company. For this role, we are hiring in Zones 2 and 3. Zones are determined by your zip code; if you’re within 100 miles of a listed metro area (straight-line radius), you’re included in that Zone. Please check your Zone in the Compensation section below. 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." Note there is some duplication: "Dropbox is a Virtual First company..." appears earlier. We'll include that as part of About the role? Actually the Virtual First statement is separate but could be included in About Dropbox section. However the role description includes that line at start. We'll keep it as part of About the role? The instruction says do not repeat job title as heading, but we can keep the text. We need to avoid duplication: The text includes "Dropbox is a Virtual First company. For this role, we are hiring in Zones 2 and 3. Zones are determined by your zip code; if you’re within 100 miles of a listed metro area (straight-line radius), you’re included in that Zone. Please check your Zone in the Compensation section below." That's basically location info; we could keep it under About the role or maybe under Pay section. But we already have Compensation section with zone ranges. Might be redundant to repeat. However we must preserve all substantive information; we can keep it but maybe we can place it under About the role as introductory paragraph. Now Responsibilities list: each bullet starts with a verb. We'll capture them exactly. Responsibilities bullets: - 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. Now Requirements list: - 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 (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 (Skills): The text: "Durable Skills 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." We need to format as list? It's not a list but a description. Could be a paragraph. We'll output as
with the content. Now Pay (Compensation): We need to