Program Manager – Proactive Customer Engagement

Broadcom; Plano (TX); On-site; USD 90,000 - 144,000; Full time

Job summary

Broadcom is seeking an experienced Program Manager – Proactive Customer Engagement in Plano, TX to lead scalable customer engagement initiatives. You will partner with Technical Support to use insights and trends to drive proactive outreach, education, and health programs that reduce reactive support and boost product adoption.

The role requires 8+ years in program management or related fields, strong analytics, and the ability to influence stakeholders without direct authority.

Qualifications

• Bachelor's degree required with 8+ years in program management, tech support, or customer success.
• Experience designing cross-functional initiatives that deliver measurable business outcomes.
• Strong understanding of enterprise Technical Support operations and customer engagement strategies.
• 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.

Responsibilities

• Develop and execute proactive customer engagement programs that improve customer success and product adoption.
• Identify opportunities to engage customers through targeted outreach, education, and health programs.
• Analyze support trends and metrics to identify recurring issues and preventative opportunities.
• Design programs that maximize product value while reducing avoidable support interactions.
• Establish objectives, plans, timelines, success metrics, and reporting for impact.
• Collaborate with Technical Support leadership to prioritize strategic initiatives.
• Develop repeatable frameworks for proactive customer engagement across teams.
• Monitor program effectiveness and refine initiatives based on feedback and data.
• Prepare updates and insights for Technical Support leadership and cross-functional teams.
• Champion a culture of proactive engagement and continuous improvement.

Skills

Program management

Data analysis

Stakeholder influence

Communication

Cross-functional collaboration

Education

Bachelor's degree

PMP or equivalent certification

Lean Six Sigma or equivalent

Tools

BI tools

Project management software

Agile 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!

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