Program Manager, Customer Insights

- Mid Level

New York, NY

Publishing Industries

About the position

The Program Manager, Customer Insights role at Rippling provides a unique opportunity to help drive product strategy and solutions impacting tens of thousands of Rippling's customers. With Rippling's customer base growing in the upmarket space, your role will directly impact retention of our largest clients through data-backed product feedback loops and customer advocacy. You will partner with Product, Engineering, Implementation, Customer Success, and Support to lead the product feedback process, inform product roadmaps, and measure success.

Responsibilities

• Develop and manage Rippling's Customer Insights and Feature requests process for CX, ensuring customer needs are understood across the org and properly informing Rippling's roadmap
• Run weekly meetings with product vertical leads to discuss progress against feature requests, committed enhancements, and ensure statuses are accurately represented to customers and internal stakeholders
• Source product feedback from all CX functions, identifying what is most important to each customer function and segment, and drive alignment across teams to arrive on CX-wide priorities
• Provide readouts and reporting at multiple levels on program progress to executives, managers, and the field
• Deeply understand the product and the customer to ensure Rippling teams are making informed decisions around risks of pushing timelines or failed delivery of product commits
• Guide the swarm process in CX to root cause key gaps and align plans and committed dates to them
• Partner with Account Managers, the Key Accounts team, and Enterprise Implementation to tee up and coordinate Product discovery and research sessions
• Understand biggest churn drivers and Support volume issues due to feature gaps and prioritize across CX
• Analyze the data relevant to any feature or focus area; build your own Pivot Tables, measure your own results

Requirements

• 3+ years of program management, product operations, or CX strategy experience
• Past experience in a fast-paced startup environment, working collaboratively with product teams, sales teams, and post-sales teams to shape a product roadmap
• Comfortable tackling ambiguous and challenging problems and working independently with limited guidance, as well as part of a team
• Strong analytical skills, must be comfortable with Salesforce and capable of owning all data management and analytics for the program
• Strong communication; can deliver information clearly and concisely, and package appropriately for different audiences, including internal instructions for CX teams, customer-facing copy, or MECE functional specifications for engineers
• Proactive, self-starter that is experienced in delivering a measurable impact to customer-facing teams and customers

Nice-to-haves

• Experience in a customer-facing role or CX leadership is a plus, especially at a HR or Payroll company

Benefits

• Competitive salary
• Benefits
• Equity