Program Manager, Digital Strategy and Operations

Job Description :

We are looking for a motivated, collaborative, and meticulous team member to support and strengthen our digital journey initiatives. We are focused on delivering the best possible experience for our customers and supporting our internal teams. The Program Manager, Digital Strategy and Operations, will help in designing, implementing, and tracking digital journey initiatives that drive customer success.

This position will initially focus on our Scale (SMB) segment, which is vital to our growth and retention strategy. As an individual contributor, you will assist in optimizing our digital, low-touch customer experience, working closely with internal partners to improve customer retention in this segment. This position is focused on supporting initiatives rather than leading them independently. You will work under the direction of senior leaders to complete critical digital strategies.

Who you’re committed to being :

You are a clear and effective communicator with strong organizational and critical thinking skills.

You are a problem-solver who is flexible and able to adapt to changing business needs.

You are comfortable making data-driven decisions and adjusting as priorities shift.

You are a critical thinker who constantly seeks opportunities for improvement.

You are a strong project manager with the ability to keep multiple tasks on track and ensure deadlines are met.

You are a proactive team player who is willing to jump into projects and support the team when needed.

You are open to feedback, actively seeking input from others and staying adaptable to shifting organizational needs.

What you’ll do :

Assist in implementing key digital journeys across the customer lifecycle by collaborating with cross-functional teams.

Support the creation of customer communications across digital channels.

Help design and implement scalable, automated interactions for Pluralsight customers.

Partner with the Digital Strategy and Operations team to develop processes and tactics for addressing at-risk customers.

Assist in defining key metrics and support testing strategies to measure the impact of digital initiatives.

Help identify patterns in customer behavior that can drive retention and account growth.

Assist in the design, launch, and execution of programs to improve the digital experience for customers, focusing on retention and growth.

Work closely with teams such as Marketing, Customer Success, Revenue Operations, Support, Product, and Renewal Management to improve the customer journey.

Communicate progress and results to key stakeholders, helping identify potential risks and proposing solutions.

Experience you’ll bring :

Strong interpersonal skills with the ability to clearly explain complex issues to different audiences.

Exposure to leading projects in a technology environment.

Experience with customer success platforms like Gainsight.

Experience supporting and delivering projects of varying sizes and complexities.

Operational mentality with a focus on meeting targets and timelines.

Analytical skills with the ability to work with data to inform decisions.

Requirements :

1 years of demonstrated ability to work with CRMs, sales operations, and go-to-market strategies.

Experience in customer success, customer service / support, sales, or related customer-facing roles.

Previous involvement in building out customer success capabilities or scale.

An understanding of the SaaS sales and renewal cycle.

Bachelor’s Degree; experience or certifications in project management is a plus.

Travel Requirements :

While Pluralsight operates under a remote and hybrid work model, we believe that in-person connection and collaboration are important. Recurring travel to our HQ in Utah may be required depending on the role and team member location.

Why you’ll love working here :

We’re a blended workplace, where team members work remotely or in a hybrid setup depending on their role and location

We’re mission driven and guided by our culture pillars

We have a strong commitment to diversity and belonging

We cultivate a culture of trust, autonomy, and collaboration

We’re lifelong learners and champion team member growth and advancement

We’ve got you covered - team member benefits include competitive compensation packages, medical coverage, unlimited PTO and Summer Fridays, wellness reimbursements, Pluralsight subscription, professional development funds and more.

About us :

Pluralsight provides the only learning platform dedicated to accelerating the technology skills and capabilities of today’s tech workforce. Thousands of companies, government organizations and individuals around the world rely on Pluralsight to support critical technology skill development in areas that are crucial to innovation including artificial intelligence, cloud computing, cybersecurity, software development, and machine learning. Pluralsight provides highly curated content developed by vetted technology experts, industry leading skill assessments, and hands on, immersive learning experiences designed to help individuals skill-up faster.