NEW JOB OPENING
PROGRAM MANAGER
IN Mountain View, CA, USA!

Required Skills:

• Bachelor’s degree in Business, Project Management, Engineering, or a related field (or equivalent experience)

• 3+ years of experience in technical program management, project management, or product operations, preferably in a SaaS or technology environment

• Demonstrated experience managing cross-functional execution across Product and Engineering teams

• Strong ability to translate customer feedback into structured requirements, bugs, and feature requests

• Proven experience driving action tracking, dependency management, and follow-through in a matrixed environment

• Proficiency with Agile methodologies and tools such as Jira

• Strong analytical and problem-solving skills, with the ability to synthesize data into insights and recommendations

• Excellent written and verbal communication skills; comfort working with executive-level stakeholders

• Exceptional organizational skills and attention to detail



Duties: Voice of the Customer Program Manager (Technical)

• The Lighthouse is a strategic program that fosters collaborative relationships with key upper mid-market customers

• These customers act as co-creators, early adopters, and advocates for clients’ products—driving customer retention, product differentiation, and market credibility

• This contractor role will focus on operationalizing Voice of the Customer feedback by identifying, consolidating, tracking, and driving resolution of customer-reported bugs and feature requests across product and engineering teams

• The role requires strong technical program management skills and the ability to design and automate workflows that ensure customer feedback is actioned, visible, and measurable



Responsibilities

Voice of the Customer Intake & Consolidation

• Own the end-to-end process for capturing Voice of the Customer feedback, including bugs, feature requests, and product gaps surfaced through Lighthouse engagements

• Consolidate feedback from multiple sources (customer meetings, Slack, Jira, CRM, Airtable, etc) into a centralized, structured system of record

• Normalize, categorize, and prioritize customer-reported issues and requests to support product and engineering intake processes



Action Tracking, Execution & Follow-through

• Develop and maintain a centralized system to track VoC-related bugs and feature requests from intake through resolution

• Partner closely with Product, Engineering, Design, Support, and Customer Success to define owners, scope, dependencies, and timelines

• Proactively monitor progress, identify risks or blockers, and drive resolution through clear escalation and follow-up

• Ensure timely and accurate updates are communicated back to Lighthouse stakeholders and customers as appropriate

• Maintain a strong “say-do” discipline to ensure commitments made to customers are tracked and delivered



Technical Program Management

• Apply technical program management best practices to manage cross-functional execution across multiple teams and workstreams

• Translate customer feedback into clear, actionable requirements and tickets that engineering teams can efficiently execute against

• Facilitate alignment between customer priorities and internal roadmaps, balancing urgency, impact, and feasibility



Workflow Automation & Tooling

• Design, implement, and continuously improve automated workflows to streamline VoC intake, tracking, and reporting

• Leverage tools such as Slack, Jira, Airtable, Elementum, and related platforms to reduce manual effort and improve visibility

• Build integrations, automations, and dashboards that enable real-time status tracking and executive-level reporting



Program Measurement & Reporting

• Define and track KPIs related to VoC execution, such as say-do ratio, cycle time to resolution, customer sentiment, and product impact

• Partner with analytics teams to define data requirements and generate actionable insights from VoC trends

• Regularly report progress, risks, and outcomes to Lighthouse leadership, highlighting customer impact and product learnings

• Identify patterns and systemic issues in customer feedback and recommend process or product improvements



Highly Desired / Preferred Experience:

• Hands-on experience with workflow automation using tools such as Slack workflows, Jira automation, Airtable, Elementum, or similar platforms

• Experience building dashboards, reports, or lightweight systems of record for tracking complex programs

• Familiarity with QuickBooks, FinTech products, or accounting/financial software

• Experience working with upper mid-market or enterprise customers

• Experience with CRM systems and customer feedback platforms

• **Only those lawfully authorized to work in the designated country associated with the position will be considered.**

• **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.**