Program Manager – Proactive Customer Engagement

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

Job Description

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.

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.

If you are located outside USA, please be sure to fill out a home address as this will be used for future correspondence.

About the Company

We are a global technology leader that designs, develops and supplies a broad range of semiconductor and infrastructure software solutions. Welcome! Thank you for your interest in Broadcom!