CX Services Program Manager
WFA Digital Insight
As demand for digital transformation specialists grows, with a 25% increase in 2025, Gitlab's CX Services Program Manager role stands out. With over 50 million registered users, Gitlab is a leader in DevSecOps, and this role is crucial in driving customer success. To succeed, candidates will need strong program management skills, AI-forward mindset, and experience in service design. Before applying, consider how your skills align with Gitlab's values and high-performance culture.
Job Description
About the Role
The CX Services Program Manager role at Gitlab is a critical position that owns the complete customer journey for one of Gitlab's core product areas. This includes guiding customers from their first touchpoint to deep platform adoption, across various service capacities. As a Program Manager, you will design, manage, and enable services that move customers forward at every stage of their journey.The role sits at the intersection of product thinking, service design, and cross-functional influence. You will act as the product manager for your product area tooling and collaborate on requirements with the CX Engineering Platform team, helping shape the CX Services Roadmap. With a strong focus on AI, you will use AI actively in your daily work to drive efficiency, innovation, and impact.
What You Will Do
- Own the customer journey for a core product area, including Premium, Ultimate, or the GitLab Duo Agent Platform (DAP)
- Design, manage, and enable services that move customers forward at every stage of their journey
- Collaborate with the CX Engineering Platform team to shape the CX Services Roadmap
- Act as the product manager for your product area tooling
- Use AI actively in your daily work to drive efficiency, innovation, and impact
- Develop and maintain a deep understanding of customer needs and market trends
- Work closely with cross-functional teams, including sales, marketing, and customer success
- Define and track key metrics to measure customer success and program effectiveness
- Identify areas for improvement and develop strategies to address them
What We Are Looking For
- 5+ years of experience in program management, preferably in a technology or software company
- Strong understanding of customer journey mapping and service design principles
- Experience with AI-powered tools and technologies
- Excellent communication and collaboration skills
- Ability to work in a fast-paced, dynamic environment
- Strong problem-solving and analytical skills
- Experience with customer success platforms and tools
- Knowledge of DevSecOps and digital transformation trends
Nice to Have
- Experience with Gitlab or similar DevSecOps platforms
- Familiarity with agile development methodologies
- Certification in program management or a related field
- Experience with data analysis and visualization tools
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a leading DevSecOps platform
- Collaborative and dynamic work environment
- Professional development opportunities
- Flexible working hours and remote work options
- Access to the latest AI-powered tools and technologies
- Comprehensive health and wellness programs
How to Stand Out
- Develop a strong understanding of customer journey mapping and service design principles to stand out in your application
- Be prepared to provide examples of how you have used AI-powered tools and technologies in your previous roles
- Showcase your experience with customer success platforms and tools, and how you have used them to drive customer success
- Highlight your ability to work in a fast-paced, dynamic environment and your strong problem-solving and analytical skills
- Be prepared to discuss your experience with DevSecOps and digital transformation trends, and how you can apply this knowledge to the CX Services Program Manager role
- Consider creating a portfolio that demonstrates your program management skills and experience with AI-powered tools and technologies
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