Senior Program Manager

About Customer.io Over 9,000 companies — from scrappy startups to global brands — use our platform to send billions of emails, push notifications, in-app messages, and SMS every day. Customer.io powers automated communication that people actually want to receive. We help teams send smarter, more relevant messages using real-time behavioral data. About the role Hi, I’m Miri, Senior Director of Growth Marketing at Customer.io , and I'm looking for a Senior Program Manager, Growth Operations to help drive alignment and execution across our self-serve growth motion. Self-serve is a strategic priority for us right now, and the scope of what we're building is expanding fast — spanning Marketing, Product, Engineering, CX, Demand Gen, Pricing & Packaging, and GTM. The challenge isn't a lack of ideas or initiative. It's that too many teams are working in parallel on interconnected programs, and we need someone who can bring it all together. You'll sit on my team, but your work reaches across the company — coordinating high-priority initiatives, keeping dependencies visible, and making sure the right people are aligned at the right time. This is a role for someone who thrives on creating clarity where there isn't any, can hold a room of opinionated stakeholders accountable without friction, and knows the difference between moving fast and moving smart. If you want to own the operating layer of a growing self-serve business and work alongside teams who are genuinely invested in getting it right, this is the role. About you You're a natural connector and systems thinker who knows that the real work happens in the gaps between teams. You don't wait to be assigned a playbook — you build one. You communicate differently with a PM working through a roadmap decision than you do with a CMO looking for a signal on program progress, and you know exactly when to escalate vs. when to just handle it. What we value Clarity over completeness. You know how to synthesize a complex program into what actually matters — for the working team and for leadership — without losing the thread. Influence without authority. You've driven outcomes across teams that don't report to you, and you've done it by building trust, not just by asking nicely. Structure as a service. You bring frameworks and operating rhythms because they genuinely help people do better work — not because they look good in a slide. Bias for momentum. You identify blockers early and move fast to clear them. You don't wait for a perfect plan to start making progress. Curiosity about the business. You want to understand why the programs you're running matter, not just how to keep them on track. What you'll do Lead coordination across high-priority self-serve growth initiatives spanning onboarding, activation, lifecycle, monetization, and pricing — keeping cross-functional teams moving and accountable Build and maintain clear execution plans with timelines, owners, and dependencies across Marketing, Product, Engineering, and GTM Gather context from each team's planning process, synthesize it, and partner with leadership to inform quarterly prioritization Develop reporting frameworks and dashboards that give leadership consistent visibility into progress against self-serve OKRs and program throughput Identify blockers, risks, and gaps early — and drive resolution proactively, escalating when needed Help the team scale its operating rhythms as our self-serve motion grows in scope and complexity What we're looking for 8+ years of experience in program management, strategic operations, product operations, or a cross-functional ops role — ideally at a B2B SaaS company Track record of owning complex, multi-team programs end to end, with clear examples of driving alignment across Product, Engineering, and Marketing Strong influence skills — comfortable driving accountability without direct authority across senior stakeholders Ability to communicate at two levels: crisp summaries for leadership and detai