Proactive Customer Engagement Programs Lead

Broadcom Inc.; Princeton (NJ); On-site; USD 90,000 - 144,000; Full time

Benefits offered by this job

Medical, dental and vision plans

401(K) participation including company

Employee Stock Purchase Program (ESPP)

Employee Assistance Program (EAP)

Paid holidays

Paid sick leave and vacation

Job summary

Broadcom Inc. is seeking an experienced Program Manager - Proactive Customer Engagement to lead strategic initiatives that transform how our Technical Support organization engages with customers.

This role focuses on scalable programs that proactively address customer needs, improve product adoption, and reduce reactive support interactions. The successful candidate will collaborate with Technical Support leadership, leverage customer insights and operational data to design repeatable

Qualifications

• Bachelor's degree and 8+ years of experience in program management or related role.
• Experience designing and managing cross-functional initiatives that deliver measurable business outcomes.
• Strong understanding of enterprise Technical Support operations and customer engagement strategies.
• Demonstrated ability to analyze data, identify trends, and translate insights into actionable programs.

Responsibilities

• Develop and execute proactive customer engagement programs that improve customer success, product adoption, and overall customer satisfaction.
• Identify opportunities to proactively engage customers through targeted outreach, educational initiatives, health programs, and best-practice guidance.
• Analyze customer support trends, case data, and metrics to identify recurring issues and opportunities for preventative engagement.
• Design and manage programs that help customers maximize product value while reducing avoidable support interactions.
• Establish program objectives, timelines, success metrics, and reporting mechanisms to measure business impact.
• Collaborate with Technical Support leadership to prioritize and execute strategic initiatives aligned with organizational goals.
• Develop repeatable frameworks and best practices enabling proactive customer engagement across teams.
• Monitor program effectiveness through data analysis and customer feedback, refining initiatives to improve outcomes.

Skills

Program management

Stakeholder influence

Data analysis

Communication

Presentation skills

Education

Bachelor's degree

Tools

BI tools

Job description

Broadcom Inc. is seeking an experienced Program Manager - Proactive Customer Engagement to lead strategic initiatives that transform how our Technical Support organization engages with customers.

This role focuses on scalable programs that proactively address customer needs, improve product adoption, and reduce reactive support interactions. The successful candidate will collaborate with Technical Support leadership, leverage customer insights and operational data to design repeatable