Program Manager, Digital Strategy and Operations

Job Description:

We are looking for a motivated, collaborative, and meticulous team member to support and strengthen our digital journey initiatives. We are focused on delivering the best possible experience for our customers and supporting our internal teams. The Program Manager, Digital Strategy and Operations, will help in designing, implementing, and tracking digital journey initiatives that drive customer success.

This position will initially focus on our Scale (SMB) segment, which is vital to our growth and retention strategy. As an individual contributor, you will assist in optimizing our digital, low-touch customer experience, working closely with internal partners to improve customer retention in this segment. This position is focused on supporting initiatives rather than leading them independently. You will work under the direction of senior leaders to complete critical digital strategies.

Who you’re committed to being:

• You are a clear and effective communicator with strong organizational and critical thinking skills.

• You are a problem-solver who is flexible and able to adapt to changing business needs.

• You are comfortable making data-driven decisions and adjusting as priorities shift.

• You are a critical thinker who constantly seeks opportunities for improvement.

• You are a strong project manager with the ability to keep multiple tasks on track and ensure deadlines are met.

• You are a proactive team player who is willing to jump into projects and support the team when needed.

• You are open to feedback, actively seeking input from others and staying adaptable to shifting organizational needs.

What you’ll do:

• Assist in implementing key digital journeys across the customer lifecycle by collaborating with cross-functional teams.

• Support the creation of customer communications across digital channels.

• Help design and implement scalable, automated interactions for Pluralsight customers.

• Partner with the Digital Strategy and Operations team to develop processes and tactics for addressing at-risk customers.

• Assist in defining key metrics and support testing strategies to measure the impact of digital initiatives.

• Help identify patterns in customer behavior that can drive retention and account growth.

• Assist in the design, launch, and execution of programs to improve the digital experience for customers, focusing on retention and growth.

• Work closely with teams such as Marketing, Customer Success, Revenue Operations, Support, Product, and Renewal Management to improve the customer journey.

• Communicate progress and results to key stakeholders, helping identify potential risks and proposing solutions.

Experience you’ll bring:

• Strong interpersonal skills with the ability to clearly explain complex issues to different audiences.

• Exposure to leading projects in a technology environment.

• Experience with customer success platforms like Gainsight.

• Experience supporting and delivering projects of varying sizes and complexities.

• Operational mentality with a focus on meeting targets and timelines.

• Analytical skills with the ability to work with data to inform decisions.

Requirements:

• 1+ years of demonstrated ability to work with CRMs, sales operations, and go-to-market strategies.

• Experience in customer success, customer service/support, sales, or related customer-facing roles.

• Previous involvement in building out customer success capabilities or scale.

• An understanding of the SaaS sales and renewal cycle.

• Bachelor’s Degree; experience or certifications in project management is a plus.

Travel Requirements:

While Pluralsight operates under a remote and hybrid work model, we believe that in-person connection and collaboration are important. Recurring travel to our HQ in Utah may be required depending on the role and team member location.

Why you’ll love working here:

• We’re a blended workplace, where team members work remotely or in a hybrid setup depending on their role and location

• We’re mission driven and guided by our culture pillars

• We have a strong commitment to diversity and belonging

• We cultivate a culture of trust, autonomy, and collaboration

• We’re lifelong learners and champion team member growth and advancement

• We’ve got you covered - team member benefits include competitive compensation packages, medical coverage, unlimited PTO and Summer Fridays, wellness reimbursements, Pluralsight subscription, professional development funds and more.

About us:

Pluralsight provides the only learning platform dedicated to accelerating the technology skills and capabilities of today’s tech workforce. Thousands of companies, government organizations and individuals around the world rely on Pluralsight to support critical technology skill development in areas that are crucial to innovation including artificial intelligence, cloud computing, cybersecurity, software development, and machine learning. Pluralsight provides highly curated content developed by vetted technology experts, industry leading skill assessments, and hands on, immersive learning experiences designed to help individuals skill-up faster.

Physical and Mental Requirements

Work is performed in an office (or home office) environment and requires the ability to operate office equipment and keyboards. Sedentary work. Repetitive work. Ability to perform tasks related to documentation, data analysis, transcription and extensive content analysis. Learn new tasks, remember processes, complete tasks independently, and make timely decisions in the context of a workflow.

EEOC Statement

Bring yourself. Pluralsight is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, age or protected veteran status. Pluralsight will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please visit the bottom of our website to learn how to request an accommodation.

For more information on Pluralsight’s commitment to building a more diverse and inclusive workforce, please review our most recent Diversity, Equity, Inclusion and Belonging report here.

The annual US base salary range for this role is $89,800 - $110,900 USD. Pluralsight's pay ranges vary based on work location. Talent Acquisition can share more detail during the hiring process when applicable. Each candidate’s compensation offer will be based on multiple factors including, but not limited to, geography, experience, skills, job duties, and business need, among other things. In addition to the base salary, this role may also be eligible for benefits and bonuses.

Applications must be submitted within 90 days after the initial posting date to be considered.

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