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CX Services Program Manager

1 hour, 44 minutes ago
Anywhere
Full-time
Senior
Program Manager
Project and Program Management
LLM Machine Learning
Apply Now
GitLab

GitLab

GitLab: The comprehensive DevOps platform revolutionizing software development with automation, AI workflows, and essential tools for efficient collaboration.

Internet Software & Services
1K-5K
Founded 2014
View All Jobs 53

Description

  • Own the end-to-end services portfolio for the assigned product area, including offer design, pricing, bill of materials standards, lifecycle management, field enablement, and sunset decisions.
  • Map and continuously improve the customer journey across digital experiences, Customer Success tiers, Professional Services, and Education and Training.
  • Define customer outcomes and value anchors for each offering and track adoption, utilization, or expansion against agreed measures.
  • Partner with the CX Engineering Platform team on tooling requirements, backlog management, prototype reviews, and user acceptance testing.
  • Build and maintain strong working relationships across teams from day-to-day service delivery staff to senior CX leadership.
  • Partner with CX Services peers to create consistent service experiences and sequence offerings effectively across the customer lifecycle.
  • Create and maintain field enablement materials such as playbooks, talk tracks, objection handling guides, and training resources.
  • Translate field feedback and customer needs into service improvements, tooling requirements, and scalable adoption paths.

Requirements

  • Significant experience in professional services, customer success, solutions architecture, or product management within a SaaS environment.
  • Strong foundation in DevOps, application development, software development lifecycle, or security concepts.
  • Familiarity with AI and machine learning workflows, large language model capabilities, and agent-based systems.
  • Practical experience using AI tools to improve speed, quality, synthesis, or prioritization in day-to-day work.
  • Strong communication and stakeholder management skills in a remote, asynchronous organization.
  • Strong writing skills for clear requirements, concise summaries, and field-ready materials with minimal revision.
  • Experience working across cross-functional teams and adapting communication for different audiences.
  • Systems-thinking mindset for solving problems that span strategy, execution, and service design.

Benefits

  • Flexible Paid Time Off.
  • Equity Compensation and Employee Stock Purchase Plan.
  • Growth and Development Fund.
  • Parental leave.
  • Home office support.
  • Benefits to support your health, finances, and well-being.
  • Team Member Resource Groups.
  • Remote work with global hiring flexibility, subject to location-based eligibility requirements.

Interested in this position?

Apply directly on the company website

Apply Now

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