Strategic Program Manager: Proactive Customer Engagement

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

Benefits offered by this job

Discretionary bonus

Equity grants

401(k) with company match

Employee Assistance Program

Job summary

Broadcom is seeking an experienced Program Manager – Proactive Customer Engagement to lead strategic initiatives transforming how our Technical Support engages with customers. This role develops scalable programs that address customer needs, improves product adoption, and reduces reactive support.

You will analyze support trends and collaborate with leadership to implement proactive outreach, health metrics, and best practices, delivering measurable improvements in customer outcomes.

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.

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.

Skills

Program management

Cross-functional collaboration

Data analysis

Stakeholder influence

Presentation skills

Education

Bachelor's degree

Tools

BI tools

CRM systems

Job description

Broadcom is seeking an experienced Program Manager – Proactive Customer Engagement to lead strategic initiatives transforming how our Technical Support engages with customers. This role develops scalable programs that address customer needs, improves product adoption, and reduces reactive support.

You will analyze support trends and collaborate with leadership to implement proactive outreach, health metrics, and best practices, delivering measurable improvements in customer outcomes.