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Posted: 10/21/2026Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading cross-functional programs focused on customer engagement, utilizing customer insights to drive strategic decisions and measurable improvements. Proficient in managing complex initiatives, fostering collaboration among diverse teams, and effectively communicating recommendations to stakeholders.
Highest-signal resume keywords
Program ManagementCustomer EngagementCross-Functional LeadershipAI-Enabled ToolsExecutive Communication
About the role
Key responsibilities & impact- Lead strategic, cross-functional programs across customer engagement, including Voice of Customer, customer content, advocacy, and related initiatives
- Establish plans, owners, milestones, dependencies, success measures, and operating rhythms
- Build scalable methods to collect, synthesize, and activate customer feedback
- Connect customer insights to decisions, communications, and measurable improvements
- Lead initiatives improving customer journeys, handoffs, feedback loops, and key customer-lifecycle moments
- Partner with Customer Experience, GTM, Product, Engineering, RevOps, and other teams
- Manage tradeoffs and deliver shared outcomes across functions
- Present recommendation-led updates in team meetings, company forums, and executive discussions
- Support rollout, communications, enablement, and adoption of programs, processes, tools, and ways of working
- Identify opportunities for simplification and automation
- Advance customer engagement, adoption, retention, advocacy, and product decisions through customer insight
Requirements
What you’ll need- 6+ years of experience in program management, operations, strategy and operations, or a related field, including customer-focused programs
- Experience leading complex, cross-functional initiatives from scope through implementation, adoption, and transition to ongoing ownership
- Ability to create structure from ambiguity, right-size processes, manage competing priorities, and exercise sound judgment
- Strong executive presence and communication skills
- 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 technical knowledge
- Experience using AI-enabled tools and automation for research, analysis, planning, communication, workflow execution, or operational efficiency
- Preferred: experience in Customer Success, customer engagement, Voice of Customer, customer advocacy, customer insights, customer content, digital engagement, or customer education
- Familiarity with Asana or Notion, or a project management certification, is helpful
- Must live in and be legally authorized to work in the United States or Canada
- Willingness to work Eastern Time hours if not located in that time zone
- Successful completion of a background check
Benefits
Comp & perks- Health benefits
- Dental benefits
- 401(k) / RRSP retirement benefits
- Generous paid time off
- Equity grant / RSU program
- Incentive programs
- Maternity and parental leave top-up programs
- Retirement matching program
- Free 1Password account
- Paid volunteer days
- Peer-to-peer recognition through Bonusly
- Remote-first work environment
- In-person onboarding in Toronto for go-to-market roles
- Occasional travel to department offsites, meetings, and customer events
- Accommodation available during the recruitment process
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Program ManagementOperations StrategyCustomer InsightsCustomer AdvocacyDigital EngagementWorkflow ExecutionProcess SimplificationAutomationImplementationTransition Management
Soft Skills
Strong Executive PresenceInfluencing Without AuthorityJudgmentCommunication SkillsManaging Competing Priorities
Tools & Technologies
AsanaNotionAI-Enabled Tools
Certifications & Qualifications
Project Management Certification
Industry Keywords
Voice of CustomerCustomer SuccessCustomer ContentCustomer EducationCustomer RetentionCustomer Advocacy