Program Manager – Proactive Customer Engagement

Broadcom; Lisle (IL); On-site; USD 90,000 - 144,000; Full time

Benefits offered by this job

Discretionary annual bonus

Equity grant

Annual equity awards

ESPP

401(k) with company match

Employee Assistance Program

Paid holidays

Paid time off

Job summary

Broadcom is seeking an experienced Program Manager – Proactive Customer Engagement to lead strategic initiatives that transform how Technical Support engages with customers. You will create scalable programs, drive proactive outreach, and improve product adoption and customer satisfaction.

You will work with Technical Support leadership to analyze trends, define objectives, and measure impact, while championing continuous improvement across the team.

Qualifications

• Bachelor's degree or higher preferred in a related field.
• 8+ years in program management, technical support, or customer success.

Responsibilities

• Develop and run proactive customer engagement programs to boost adoption and satisfaction.
• Identify opportunities for proactive outreach and scalable engagement strategies.
• Analyze support trends and metrics to find recurring issues and prevention opportunities.
• Design programs to maximize product value while reducing avoidable support.

Skills

Program management

Customer success

Data analysis

Stakeholder influence

Tools

BI tools

Job description

USA-NJ Princeton Alexander Park Drive

USA-NC-Durham-Swabia Court-Suite 400

USA-TX Plano Legacy Drive Suite 700

USA-IL Lisle Warrenville Road

Full time

R026802

We are seeking an experienced and innovative Program Manager – Proactive Customer Engagement to lead strategic initiatives that transform how our Technical Support organization engages with customers. This individual contributor role is responsible for developing and executing scalable programs that proactively address customer needs, improve product adoption, reduce reactive support interactions, and enhance the overall customer experience.

Working closely with Technical Support leadership, the Program Manager will leverage customer insights, support trends, and operational data to identify opportunities for proactive engagement. Success in this role requires a combination of strategic thinking, program management expertise, analytical skills, and a passion for creating meaningful customer outcomes.

Key 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, customer health programs, best practice guidance, and other scalable engagement strategies.
• Analyze customer support trends, case data, and operational 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, implementation plans, timelines, success metrics, and reporting mechanisms to measure business impact.
• Collaborate with Technical Support leadership to prioritize and execute strategic initiatives aligned with organizational objectives.
• Develop repeatable frameworks and best practices that enable Technical Support teams to engage customers more proactively and consistently.
• Monitor program effectiveness through data analysis and customer feedback, continuously refining initiatives to improve outcomes.
• Prepare and deliver program updates, recommendations, performance metrics and support insights to Technical Support leadership and cross functional teams.
• Champion a culture of proactive customer engagement and continuous improvement throughout the Technical Support organization.

Required Qualifications

• Bachelor's degree and 8+ years of experience in program management, technical support, customer success, or a 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.
• Excellent organizational, communication, and presentation skills.
• Proven ability to influence stakeholders and drive initiatives without direct management authority.
• Strong project and program management skills with the ability to manage multiple initiatives simultaneously.

Preferred Qualifications

• Previous Support Management experience
• Experience within an enterprise software environment.
• Familiarity with customer health metrics, customer adoption strategies, support analytics, and customer satisfaction measurements.
• Experience developing customer enablement programs, knowledge-sharing initiatives, webinars, customer outreach campaigns, or similar engagement activities.
• Experience with business intelligence and reporting tools.
• PMP, Agile, Lean Sig Sigma or other program management certification is a plus.

Compensation and Benefits

The annual base salary range for this position is USD 90,000.00 To USD 144,000.00

As a valued member of our team, you'll be eligible for a discretionary annual bonus and the opportunity to receive not only a competitive new hire equity grant, but also annual equity awards, connecting your success directly to the company's growth. All subject to relevant plan documents and award agreements.

Broadcom offers a competitive and comprehensive benefits package: Medical, dental and vision plans, 401(K) participation including company matching, Employee Stock Purchase Program (ESPP), Employee Assistance Program (EAP), company paid holidays, paid sick leave and vacation time. The company follows all applicable laws for Paid Family Leave and other leaves of absence.

Equal Opportunity Statement

Broadcom is proud to be an equal opportunity employer. We will consider qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, national origin, citizenship, disability status, medical condition, pregnancy, protected veteran status or any other characteristic protected by federal, state, or local law. We will also consider qualified applicants with arrest and conviction records consistent with local law.

Welcome! Thank you for your interest in Broadcom!

We are a global technology leader that designs, develops and supplies a broad range of semiconductor and infrastructure software solutions.

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