Senior Program Manager, Growth Operations

Over 9,000 companies — from scrappy startups to global brands — use our platform to send billions of emails, push notifications, in-app messages, and SMS every day. Customer.io powers automated communication that people actually want to receive. We help teams send smarter, more relevant messages using real-time behavioral data.

Hi, I’m Miri, Senior Director of Growth Marketing at Customer.io, and I'm looking for a Senior Program Manager, Growth Operations to help drive alignment and execution across our self-serve growth motion.

Self-serve is a strategic priority for us right now, and the scope of what we're building is expanding fast — spanning Marketing, Product, Engineering, CX, Demand Gen, Pricing & Packaging, and GTM. The challenge isn't a lack of ideas or initiative. It's that too many teams are working in parallel on interconnected programs, and we need someone who can bring it all together. You'll sit on my team, but your work reaches across the company — coordinating high-priority initiatives, keeping dependencies visible, and making sure the right people are aligned at the right time.

This is a role for someone who thrives on creating clarity where there isn't any, can hold a room of opinionated stakeholders accountable without friction, and knows the difference between moving fast and moving smart. If you want to own the operating layer of a growing self-serve business and work alongside teams who are genuinely invested in getting it right, this is the role.

You're a natural connector and systems thinker who knows that the real work happens in the gaps between teams. You don't wait to be assigned a playbook — you build one. You communicate differently with a PM working through a roadmap decision than you do with a CMO looking for a signal on program progress, and you know exactly when to escalate vs. when to just handle it.

Clarity over completeness. You know how to synthesize a complex program into what actually matters — for the working team and for leadership — without losing the thread.

Influence without authority. You've driven outcomes across teams that don't report to you, and you've done it by building trust, not just by asking nicely.

Structure as a service. You bring frameworks and operating rhythms because they genuinely help people do better work — not because they look good in a slide.

Bias for momentum. You identify blockers early and move fast to clear them. You don't wait for a perfect plan to start making progress.

Curiosity about the business. You want to understand why the programs you're running matter, not just how to keep them on track.

• →Lead coordination across high-priority self-serve growth initiatives spanning onboarding, activation, lifecycle, monetization, and pricing — keeping cross-functional teams moving and accountable
• →Build and maintain clear execution plans with timelines, owners, and dependencies across Marketing, Product, Engineering, and GTM
• →Gather context from each team's planning process, synthesize it, and partner with leadership to inform quarterly prioritization
• →Develop reporting frameworks and dashboards that give leadership consistent visibility into progress against self-serve OKRs and program throughput
• →Identify blockers, risks, and gaps early — and drive resolution proactively, escalating when needed
• →Help the team scale its operating rhythms as our self-serve motion grows in scope and complexity

• 8+ years of experience in program management, strategic operations, product operations, or a cross-functional ops role — ideally at a B2B SaaS company
• Track record of owning complex, multi-team programs end to end, with clear examples of driving alignment across Product, Engineering, and Marketing
• Strong influence skills — comfortable driving accountability without direct authority across senior stakeholders
• Ability to communicate at two levels: crisp summaries for leadership and detailed working-level coordination with execution teams
• Experience in a remote-first, async environment — you know how to build relationships and drive outcomes without being in the room
• Genuine comfort with ambiguity — you create structure rather than waiting for it
• Familiarity with PLG, self-serve growth, or B2B SaaS metrics is a strong plus

Customer.io's self-serve business is growing, and the programs supporting it are getting more complex. This is a rare opportunity to build the operating layer of that motion from the inside — working directly with senior leaders across the company, with real ownership over how work gets done.

No gotchas, no trick questions — just a clear, human process designed to help both of us make an informed decision.

• 30-minute video call with Recruiter
• 45-minute video call with Hiring Manager
• Three 45-minute 1:1 video calls with cross-functional partners
• Final 30-minute conversation with senior leadership

All final candidates will be asked to complete a background check and employment verifications as part of our pre-employment process.

Customer.io recognizes the stifling impact of systemic injustice on diverse communities. We commit to using our influence to increase inclusion and equity within the tech industry. We strive to build an inclusive team culture, implement bias-free hiring practices, and develop community partnerships to expand our global impact.

Zoom is the only video conference platform that we use, virtual interviews will be conducted using the video capability (i.e., not via the chat), and offers will be extended in writing on official Customer.io letterhead. Please be vigilant in all of your job search activity, and if you have any questions please contact jobs@customer.io.

Check out our careers page (https://customer.io/careers/) for more information about why you should come work with us! We believe in empathy, transparency, responsibility, and, yes, a little awkwardness. If you're excited by what you read — apply now.