Lead Program Manager, Insights & Growth

Lead Program Manager, Insights & Growth

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword — it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

Join us in shaping the evolution of the Digital Customer Experience as a Lead Program Manager, Insights & Growth. In this role, you'll help design and scale the operational future of how Salesforce turns customer insight, behavioral data, and Voice of Customer signals into meaningful digital experience improvements. You'll create the systems and conditions that allow the insights & growth team to focus on what they do best: delivering customer-centered, data-informed insights that inform experience strategy and drive meaningful improvement.

Responsibilities

• Drive the strategic operations of the Insights & Growth function by coordinating initiatives across Research, Growth, VoC, and Analytics.

• Lead weekly program meetings to reinforce clarity, maintain alignment, and remove blockers to high-impact deliverables.

• Oversee research intake, prioritization, and capacity planning in partnership with program and team leads, ensuring alignment through structured discovery and kickoff sessions.

• Own and scale Research Operations, including participant management, tooling, vendor coordination, and compliance.

• Standardize workflows and playbooks to make research, growth analytics, and VoC outputs discoverable, actionable, and reusable.

• Serve as programmatic owner for behavioral analytics platforms, including rollout planning, governance, tagging strategy, enablement, adoption, and success metrics.

• Partner with UX, Product, Engineering, and Analytics to embed insight tools into discovery, validation, and optimization workflows.

• Support quarterly and annual planning by translating leadership priorities into roadmaps, milestones, and capacity models.

• Design and implement processes, templates, and operating models to improve predictability, visibility, and execution quality.

• Manage vendor relationships and tooling investments in partnership with DesignOps.

• Maintain operational tooling and reporting across systems, delivering executive-ready dashboards, reports, and communications that clearly articulate program health, risks, and outcomes.

• Provide interim UX/UI PM coverage during leave periods to maintain momentum on active initiatives and manage dependencies.

• Cultivate strong cross-functional partnerships with PMO, Digital Success Ops, and Analytics to ensure alignment, resource efficiency, and consistent program delivery.

• Champion inclusive, ethical, and insight-driven practices across Digital Success and the Customer Success organization.

Experience

• 7+ years of program or operations management experience, including 4+ years supporting UX, Research, Growth, Analytics, or DesignOps organizations.

• Proven success managing complex, cross-functional programs involving research, analytics platforms, or experimentation frameworks.

• Strong understanding of UX processes, research operations, VoC systems, and behavioral analytics.

• Experience leading tooling implementations, governance frameworks, and operational rollouts.

• Skilled at influencing without authority and aligning senior stakeholders.

• Experience managing vendors, external partners, and tooling investments.

• Proficiency with Asana, Jira, Smartsheet, or similar tools, including dashboards and reporting.

• Exceptional communication, synthesis, and stakeholder management skills.

• Comfortable operating in ambiguity and fast-paced global environments.

Nice-to-Have

• Experience in Digital Customer Success, Insights & Growth, DesignOps, or Customer Experience organizations.

• Familiarity with behavioral analytics platforms (e.g., ContentSquare).

• Experience with research operations tooling, experimentation frameworks, and recruitment coordination.

• Background supporting distributed global teams.

• PMP, Agile, or equivalent program management certification.

• Interest in AI-driven customer experiences and data-informed design.

Unleash Your Potential

When you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what's possible — for yourself, for AI, and the world.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates' resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.