Senior Staff Customer Operations Program Manager

About the role

You will own the design and execution of complex customer operations programs that define how Crusoe delivers AI infrastructure at scale. This role requires you to translate ambiguous business needs into structured, repeatable operational frameworks from the ground up. You will act as the AI-native program lead within the Customer Experience organization, driving execution across cross-functional teams without direct authority. You will establish the operating rhythm that aligns strategy, execution, and accountability for the most critical customer initiatives. You will partner directly with leadership to ensure every program is decision-ready and traceable to business outcomes. You will coach teams on change management through documentation, tooling, and rigorous discipline. You will be responsible for surfacing risk early and ensuring timelines are honored with transparency.

Key facts

What you'll do

• Run the CX operating rhythm and change management: own our OKR program, rationalize meeting cadences and syncs, and coach teams through change via documentation, tooling, and discipline
• Support leadership with decision-ready work: assemble data and draft materials for QBRs and offsites, track leadership action items to completion, and run cross-functional special projects end to end
• Drive operational programs to resolution: establish oversight for customer programs (onboarding, offboarding, maintenance windows, incident debriefs, new deployments), maintaining a single current view of every critical CX timeline and surfacing risks before they become misses
• Own delivery of AI tooling built within CX: manage timeline, sequencing, and accountability for landing triage agents, AI-assisted reliability engineering, and support automation releases in the field
• Run launch readiness across CX: coordinate enablement, customer communications, Jira hygiene, and go/no-go calls for new product releases
• Own the end-to-end management of high-priority, AI-critical programs that cut across products, teams, and timelines
• Translate ambiguous problems into operational frameworks, defining scope, milestones, and dependencies from first principles
• Partner with engineering and product to ensure program dependencies are visible and managed proactively across the customer journey
• Establish and maintain a single source of truth for CX timelines, risks, and decisions that leadership can rely on
• Build and maintain cadence for customer operations, aligning stakeholders on priorities and execution clarity
• Act as the operational backbone for customer initiatives, ensuring teams have the structure and information needed to execute
• Apply an AI-native mindset to program management, leveraging modern tools to prototype workflows and improve program velocity

Requirements

• 8+ years in technical program management, strategy and operations, chief-of-staff, or related roles at a high-growth technology company
• Experience with GPU, cloud-infrastructure, inference, model lifecycle, or other technical, API-first products and their customers
• Experience with customer-success operations or scaled, programmatic customer success
• A systems-thinker's love of the 0-to-1 phase - designing durable, scalable operational frameworks from the ground up
• An AI-native delivery approach: a default to building AI-driven workflows and hands-on experience prototyping with LLMs and modern AI tools
• Fluency across tools like Salesforce, Sigma, Claude Code, and Workato - you combine data from disparate sources into conclusions you'd defend, and you validate numbers before they reach executives
• Comfort operating autonomously amid shifting priorities
• High school diploma or equivalent is required

Nice to have

• Prior experience as the first program-management hire in a function or company
• Previous experience in energy, infrastructure, or hardware-adjacent industries
• Background in reliability engineering or SRE practices
• Experience building and maintaining internal tooling or workflows

Practical notes

• This role is full-time and based in Sunnyvale, California.
• Candidates must be authorized to work in the United States without sponsorship.
• No current visa sponsorship is available for this role.
• The role reports to the Head of Customer Operations.
• The position is expected to evolve with significant ownership as the program management function within CX develops.
• No deadline for applications is provided in the source material.

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