Description

AWe’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

Join us in shaping the evolution of the Digital Customer Experience as a Lead Program Manager, Insights & Growth. In this role, you’ll help design and scale the operational future of how Salesforce turns customer insight, behavioral data, and Voice of Customer signals into meaningful digital experience improvements. You’ll create the systems and conditions that allow the insights & growth team to focus on what they do best: delivering customer-centered, data-informed insights that inform experience strategy and drive meaningful improvement.

The Role:

As a senior, insights-centric Program Manager, you will drive operational excellence, technical enablement, and strategic planning for the Insights & Growth function within the User Experience & Creative Design (UXCD) organization. You will ensure research, growth analytics, VoC, and behavioral analytics platforms operate as scalable, repeatable systems that embed insight into team workflows.

This role is systems-driven and technically oriented, owning research operations, analytics tooling, experimentation enablement, and cross-functional program execution. You will also provide interim UX/UI PM coverage during defined periods to maintain delivery continuity.

Responsibilities

Drive the strategic operations of the Insights & Growth function by coordinating initiatives across Research, Growth, VoC, and Analytics.
Lead weekly program meetings to reinforce clarity, maintain alignment, and remove blockers to high-impact deliverables.
Oversee research intake, prioritization, and capacity planning in partnership with program and team leads, ensuring alignment through structured discovery and kickoff sessions.
Own and scale Research Operations, including participant management, tooling, vendor coordination, and compliance.
Standardize workflows and playbooks to make research, growth analytics, and VoC outputs discoverable, actionable, and reusable.
Serve as programmatic owner for behavioral analytics platforms, including rollout planning, governance, tagging strategy, enablement, adoption, and success metrics.
Partner with UX, Product, Engineering, and Analytics to embed insight tools into discovery, validation, and optimization workflows.
Support quarterly and annual planning by translating leadership priorities into roadmaps, milestones, and capacity models.
Design and implement processes, templates, and operating models to improve predictability, visibility, and execution quality.
Manage vendor relationships and tooling investments in partnership with DesignOps.
Maintain operational tooling and reporting across systems, delivering executive-ready dashboards, reports, and communications that clearly articulate program health, risks, and outcomes.
Provide interim UX/UI PM coverage during leave periods to maintain momentum on active initiatives and manage dependencies.
Cultivate strong cross-functional partnerships with PMO, Digital Success Ops, and Analytics to ensure alignment, resource efficiency, and consistent program delivery.
Champion inclusive, ethical, and insight-driven practices across Digital Success and the Customer Success organization.

Experience

7+ years of program or operations management experience, including 4+ years supporting UX, Research, Growth, Analytics, or DesignOps organizations.
Proven success managing complex, cross-functional programs involving research, analytics platforms, or experimentation frameworks.
Strong understanding of UX processes, research operations, VoC systems, and behavioral analytics.
Experience leading tooling implementations, governance frameworks, and operational rollouts.
Skilled at influencing without authority and aligning senior stakeholders.
Experience managing vendors, external partners, and tooling investments.
Proficiency with Asana, Jira, Smartsheet, or similar tools, including dashboards and reporting.
Exceptional communication, synthesis, and stakeholder management skills.
Comfortable operating in ambiguity and fast-paced global environments.

Nice-to-Have

Experience in Digital Customer Success, Insights & Growth, DesignOps, or Customer Experience organizations.
Familiarity with behavioral analytics platforms (e.g., ContentSquare).
Experience with research operations tooling, experimentation frameworks, and recruitment coordination.
Background supporting distributed global teams.
PMP, Agile, or equivalent program management certification.
Interest in AI-driven customer experiences and data-informed design. Shift Timing - AMER PST (8:30 PM - 5:30 AM IST)