Conduct deep-dives with account teams to rapidly understand customer issues, assess level of criticality and impact, and clearly distill problems needing to be solved.
Propose and align the necessary cross‑functional resources required to drive resolution.
Advise account teams on resolution plans, operating models, playbooks, and best practices for issue management.
Act as an internal strategist to identify systemic patterns from customer issues. Partner with cross‑functional teams to recommend playbooks, product, process, or tooling changes. Lead post‑mortems and memorialize lessons to prevent recurrence

6+ years of experience in program management, go-to-market, support, operations, account management, or a related discipline
Proven strategic program management of complex, multi‑stakeholder projects or customer issues end‑to‑end, including coordinating technical and non‑technical teams
Prior experience with enterprise customers or large accounts and familiarity with executive engagement practices
Ability to quickly distill complex information to assess risk, prioritize under pressure, and drive resolution with urgency. Proven experience driving clarity in ambiguous, high-stakes environments.
Strong problem‑solving and analytical skills with comfort handling incomplete data and uncertainty
Strong cross‑functional influencing skills and experience working with Product, Engineering, Operations, Support, Go-to-market, and Finance stakeholders
Excellent written and verbal communication skills; experience preparing executive updates and leading cross‑functional meetings.

User Health Program Manager

Key skills