CX Services Program Manager

GitlabGitlab·Remote
Project Management
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WFA Digital Insight

As demand for seamless customer experiences grows, companies like Gitlab are seeking specialists to orchestrate these interactions. With the rise of AI-driven productivity, this role is particularly interesting for those skilled in service design, product thinking, and cross-functional work. Given the current market context, where customer success tiers and professional services are increasingly crucial, candidates with a strong background in these areas will be highly competitive.

Job Description

About the Role

The CX Services Program Manager at Gitlab is responsible for shaping the customer experience and adoption of core product areas such as Premium, Ultimate, or GitLab Duo Agent Platform (DAP). This involves owning the end-to-end customer journey from the first touchpoint through deeper platform adoption, focusing on scaled and digital experiences, Customer Success tiers, Professional Services, and Education and Training.

Responsibilities

  • Design offerings, frameworks, tooling requirements, and enablement for field teams to deliver services effectively at scale.
  • Partner closely with the CX Engineering Platform team and other stakeholders to ensure alignment and effectiveness of customer-facing services.

Requirements

  • Experience in service design, product thinking, and cross-functional work.
  • Ability to design and implement customer journey mappings and service blueprints.

Benefits

  • Opportunity to work with a leading DevSecOps platform.
  • Collaborative, high-performance culture driven by values and continuous knowledge exchange.

How to Stand Out

  • Develop a strong understanding of service design principles and how they apply to digital customer experiences.
  • Showcase your ability to work cross-functionally and collaborate with engineering, product, and customer success teams.
  • Prepare examples of how you've designed and improved customer journeys in previous roles.
  • Be ready to discuss your experience with AI-driven productivity tools and how you've leveraged them to enhance workflow efficiency.
  • Highlight any experience you have with Customer Success tiers, Professional Services, and Education and Training.

This is a remote position listed on WFA Digital, the platform for professionals who work from anywhere. Browse more remote jobs across all categories.