Product Operations Program Manager

Summary

Join Instructure, a company focused on creating intuitive products for learning and personal development, as a Program Manager to lead the execution of the Customer Connectivity Program. You will ensure seamless alignment between product development and customer feedback. This role involves operationalizing program initiatives, managing cross-functional collaboration, and using customer insights to impact product strategy. You will track program results, collaborate with various teams, and continuously improve program processes. The ideal candidate has 3+ years of experience in program management and strong analytical and communication skills. Instructure offers competitive benefits, including health insurance, paid time off, and flexible work schedules.

Requirements

• 3+ years of experience in program management, product operations, or customer insights programs
• Strong background in process development, project execution, and cross-functional collaboration
• Experience managing customer-facing initiatives, product feedback loops, and scaling operational processes
• Ability to translate customer insights into actionable program improvements
• Proven ability to manage multiple stakeholders, facilitate decision-making, and drive alignment
• Excellent communication and stakeholder management skills

Responsibilities

• Own and execute the Customer Connectivity Program, ensuring alignment with strategic goals and company priorities
• Establish and manage scalable cross-functional processes that enhance how we collect, analyze, and act on customer feedback
• Track and report on program key results (KRs), success metrics, and initiative progress, ensuring accountability across teams
• Collaborate with Product, UX, Engineering, and Customer teams to operationalize and improve initiatives such as: Customer Discovery Sessions (CDS)
• Collaborate with Product, UX, Engineering, and Customer teams to operationalize and improve initiatives such as: Public Roadmap Transparency & Change Management
• Collaborate with Product, UX, Engineering, and Customer teams to operationalize and improve initiatives such as: Early Adopter Programs & Experimentation Governance
• Collaborate with Product, UX, Engineering, and Customer teams to operationalize and improve initiatives such as: User Feedback Management & Exception Handling
• Drive the continuous improvement of program tenets, ensuring processes remain transparent, scalable, iterative, realistic, and balanced
• Support the implementation of tools (e.g., Pendo, Gainsight) to improve feedback loops and increase efficiency in customer engagement
• Lead cross-functional initiative groups, providing guidance and structure to ensure successful execution
• Identify risks, propose solutions, and remove blockers to drive program success

Preferred Qualifications

• Experience working in tech, SaaS, or EdTech environments is preferred
• Strong analytical and reporting skills; experience with OKRs, KPIs, and program dashboards is a plus

Benefits

• Competitive salary and 401k
• Medical, dental, disability, and life insurance
• HSA program, vision, voluntary life, and AD&D
• Tuition reimbursement
• Paid time off, 10 paid holidays, and flexible work schedules
• Gym club reimbursements and rewards-based fitness tracking. $100 - $150 a year