Technical Program Manager

Summary

Join dbt Labs as a Technical Program Manager to manage and scale the dbt Private Academy for Premier Support customers. You will oversee the customer experience, manage program delivery across 100+ accounts, and drive continuous improvements. Collaborate with Training, Onboarding, and Sales teams to ensure seamless and impactful Private Academy experiences. Responsibilities include serving as the primary customer contact, managing timelines and engagement, creating scalable tracking systems, proactively addressing customer issues, collaborating on LMS optimization, maintaining documentation, leading improvement projects, and analyzing program data. The ideal candidate possesses 2+ years of program or project management experience in a customer-facing, SaaS, or education setting, exceptional organizational skills, clear communication, and a proven ability to improve processes and scale operations. The role offers competitive compensation, unlimited vacation, comprehensive healthcare, generous parental leave, and flexible stipends.

Requirements

• 2+ years of experience in program management or project management in a customer-facing (via chat), SaaS, or education setting
• Exceptional organization skills, and thrive on juggling multiple priorities without dropping the ball
• English communication that is clear and professional, especially your written communication
• Comfortability working in (and bringing structure to!) fast-moving or ambiguous environments
• A track record of improving processes and making things scale
• A love of solving operational challenges and think through the learner and customer experience

Responsibilities

• Serve as the primary point of contact for all dbt Private Academy customers, owning communication and delivery across the entire lifecycle
• Manage timelines, milestones, and customer engagement across 100+ existing accounts and more as the program continues to quickly grow
• Create scalable systems to track progress, flag risks, and surface bottlenecks in the Private Academy process
• Proactively respond to customer questions and issues, ensuring a high-touch and thoughtful experience
• Collaborate with the training team to optimize LMS configuration and course access logistics
• Maintain clear and thorough documentation for internal teams and customer stakeholders
• Lead cross-functional projects to improve the quality and efficiency of the Private Academy offering (e.g., onboarding flows, reporting dashboards, customer communication)
• Analyze usage and satisfaction data to report on program health and surface opportunities for improvement

Preferred Qualifications

• Experience working with Learning Management Systems (LMS)
• Experience in Customer Education or with Enterprise-level customers
• Experience managing programs with 100+ concurrent users or clients
• You have worked with tools like Asana, Zendesk, or Salesforce to manage work and track progress
• You have contributed to team documentation or created resources to enable cross-functional collaboration

Benefits

• Unlimited vacation time with a culture that actively encourages time off
• Comprehensive healthcare coverage
• Generous paid parental leave
• Flexible stipends for: Health & Wellness
• Home Office Setup
• Cell Phone & Internet
• Learning & Development
• Office Space