Senior Staff Customer Operations Program Manager
About The Position
Crusoe is building vertically integrated AI infrastructure, from energy-first data centers to a high-performance AI cloud. Our Customer Experience organization owns the relationship with some of the most demanding AI companies in the world. As the first program management hire within CX, you will transform complex, high-priority initiatives into successful programs — holding accountability for critical timelines while partnering with leadership to drive execution. This senior individual-contributor role carries an AI-native mandate and reports to the Head of Customer Operations.
Requirements
- 8+ years in technical program management, strategy and operations, chief-of-staff, or related roles at a high-growth technology company
- Experience with GPU, cloud-infrastructure, inference, model lifecycle, or other technical, API-first products and their customers
- Experience with customer-success operations or scaled, programmatic customer success
- A systems-thinker's love of the 0-to-1 phase — designing durable, scalable operational frameworks from the ground up
- An AI-native delivery approach: a default to building AI-driven workflows and hands-on experience prototyping with LLMs and modern AI tools
- Fluency across tools like Salesforce, Sigma, Claude Code, and Workato — you combine data from disparate sources into conclusions you'd defend, and you validate numbers before they reach executives
- Comfort operating autonomously amid shifting priorities
Nice To Haves
- High agency and a bias for action: hands-on, ambitious, and happy to pick up the work yourself
- Low ego and high standards: you set a high bar while lifting everyone up, and you build trusted relationships across teams
- Prior experience as the first program-management hire in a function or company
Responsibilities
- Run the CX operating rhythm and change management: own our OKR program, rationalize meeting cadences and syncs, and coach teams through change via documentation, tooling, and discipline
- Support leadership with decision-ready work: assemble data and draft materials for QBRs and offsites, track leadership action items to completion, and run cross-functional special projects end to end
- Drive operational programs to resolution: establish oversight for customer programs (onboarding, offboarding, maintenance windows, incident debriefs, new deployments), maintaining a single current view of every critical CX timeline and surfacing risks before they become misses
- Own delivery of AI tooling built within CX: manage timeline, sequencing, and accountability for landing triage agents, AI-assisted reliability engineering, and support automation releases in the field
- Run launch readiness across CX: coordinate enablement, customer communications, Jira hygiene, and go/no-go calls for new product releases
Benefits
- Industry competitive pay
- Restricted Stock Units in a fast growing, well-funded technology company
- Health insurance package options that include HDHP and PPO, vision, and dental for you and your dependents
- Employer contributions to HSA accounts
- Paid Parental Leave
- Paid life insurance, short-term and long-term disability
- Teladoc
- 401(k) with a 100% match up to 4% of salary
- Generous paid time off and holiday schedule
- Cell phone reimbursement
- Tuition reimbursement
- Subscription to the Calm app
- MetLife Legal
- Company paid commuter benefit; up to $300 per month
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
