Program Manager, Connect

3 нед. назад

СШАHybrid

Manage and coordinate the customer-facing fulfillment experience for Connect, ensuring efficient internet installation across multiple locations.

The internet runs the world. Every purchase you make, video call you join, it's all packets flowing through networks. But those networks haven’t changed for decades. They’re brittle, complex, and surprisingly hard to set up in an enterprise space.
We started to build better networks. We had to build everything from the ground-up: designing and building our own enterprise hardware, intuitive software, and streamlined operations to deliver great outcomes for our customers. Today, we build and deploy these networks at scale. Ambitious companies and enduring institutions like Bridgewater, Lyft, Reddit, rely on to keep their thousands of employees and locations online and productive.
Our bet with is simple: we will all use the internet more than we do today. We believe we have the definitive networking stack in place to enable business to do so as seamlessly and reliably as any modern utility.

You will build, implement, and execute the framework and processes needed to deliver diverse connectivity options to a variety of customer locations at a global scale. Your work will transform what is traditionally a painful and frustrating experience into a frictionless one that will continue to reinforce Connect as a competitive differentiator for .
You will coordinate between internal stakeholders (Customer Success, Operations, and Engineering) and external partners (internet service providers, riser companies and property managers) to deliver an efficient white-glove installation experience for each customer's internet connection. Your work will span from single-location retail shops to international multi-location enterprise deployments, with each installation representing a critical step in a customer's connectivity journey.
Every installation presents unique complexities that require seamless coordination across multiple teams and vendors. You'll partner with fulfillment specialists to ensure each connection is installed and customer-ready, identify friction points in the process, and coordinate solutions that improve efficiency and velocity while simultaneously reducing customer touchpoints. Your operational and systems thinking will be essential as you build playbooks for repeatable scenarios, standardize circuit installation and validation processes, and expand international coverage while maintaining the quality and speed customers expect.

You thrive in environments where minor improvements can have major consequences, care deeply about delivering the right outcomes for customers, and have a passion for not settling for the status quo and pushing legacy providers to operate at an elevated cadence. You have worked with legacy internet service providers, know where the biggest challenges lie and have strong opinions of where can drive change to improve customer experience. Most importantly, you communicate clearly, build trust with providers and internal teams, and stay calm when things get messy. You’re motivated by building systems that enable and its providers to deliver thousands of connections to deliver world-class infrastructure. You should increasingly have your own vision for how this program can impact the work and lives of our providers and customers at a global scale.

The estimated base salary for this role is between $100,000 - $170,000.
Additionally, this role is eligible to participate in 's equity plan.
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builds the infrastructure modern businesses depend on to stay connected. Our product, Connect , helps companies source, compare, and install internet across thousands of locations. We turn what is usually a painful process into one that is fast, transparent, and surprisingly simple.
Behind every seamless customer experience at lies a complex orchestration of teams, partners, and processes. As the Program Manager for Connect, you'll own the customer-facing fulfillment experience that helps companies install and manage internet across thousands of locations, ensuring every interaction reflects 's standard of service and speed.