Supply Chain Operations Program Manager at Tonal driving product cost and experience improvements. Leading initiatives in global supply chain for new product development and sourcing.
About the role
- Customer Success Operations Program Manager using data and insights to improve customer outcomes and product prioritization at F5. Leading cross-functional programs and improving customer intelligence programs.
Responsibilities
- Own and iterate on programs used to capture customer insights (e.g., Success Plans, Verified Outcomes, Executive Status, VoC, UX inputs) to ensure strong, scalable processes that deliver high-quality outputs with minimal time and effort required from CSMs.
- Continuously evaluate and improve customer insights are collected to reduce manual effort, eliminate redundancy, and increase consistency and signal quality.
- Use AI tools to accelerate insight generation, including summarization and pattern recognition, while ensuring quality, consistency, and interpretability.
- Teach and guide teams on effective AI usage, including prompt design and best practices, to improve the quality and reliability of AI assisted insights.
- Analyze Customer Success data including success plans, verified outcomes, executive status updates, customer health indicators, VoC, and UX feedback to identify trends, risks, and opportunities.
- Translate unstructured customer and CSM inputs into clear, actionable insights that inform product prioritization and customer risk mitigation.
- Design and manage structured insight frameworks and operating cadences to ensure consistent, scalable delivery of customer intelligence.
- Partner with Product and CX teams to translate complex technical and product data into business relevant insights tied to customer impact.
- Influence roadmap discussions by clearly articulating customer needs, experience gaps, and risk signals grounded in data.
- Support enablement initiatives by contributing insight related content, guidance, and adoption strategies for CSMs and CS leaders.
- Define success metrics for insights programs and track their impact on Customer Success effectiveness and product alignment.
- Communicate insight findings, program status, and recommendations at executive levels through clear presentations and written narratives.
- Drive continuous improvement by establishing feedback loops between Customer Success, Product, and CX.
Requirements
- Bachelor’s degree and 8+ years of professional experience in Customer Success Operations, Program Management, Product Operations, or related field (or equivalent experience).
- Strong business acumen with a customer centric mindset and proven program management experience.
- Demonstrated ability to translate complex data, customer feedback, and technical concepts into actionable business insights.
- Experience working with VoC programs, customer health frameworks, or qualitative and quantitative customer data.
- Hands on experience using AI tools to accelerate insight generation, including summarization, pattern recognition, and synthesis of unstructured data.
- Strong understanding of prompt design, guardrails, and best practices to ensure consistent, high-quality AI assisted outputs.
- Ability to evaluate AI generated insights critically and apply human judgment to ensure accuracy, relevance, and business context.
- Excellent written and verbal communication skills with the ability to influence at all levels of the organization.
- Executive presence and ability to communicate clearly with senior leadership and cross-functional stakeholders.
- Strong analytical skills with experience using data to inform strategy and decision-making.
- Ability to thrive in a fast paced, dynamic, and evolving technology environment.
Benefits
- Flexible working arrangements
- Professional development opportunities
Job title
Job type
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Location requirements
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