Principal Customer Experience Program Manager

Gov Customer Resiliency (60%) Stand up a new proactive resiliency function for Government cloud customers, define charter, build playbooks, establish operating cadences, and own the end-to-end engagement model Own the full resiliency lifecycle: proactive detection and monitoring, incident and crisis coordination, post-incident root cause analysis, and architecture/DR guidance Drive Gov-vs-Commercial parity closure across monitoring, tooling, incident response, and remediation maturity Drive resiliency and reliability workshops and customer conversations including Field enablement teams to drive customer value. Scale the resiliency model from a single anchor customer to a portfolio of 3-5 top Government customers using a repeatable, metrics-driven playbook Develop and deliver internal enablement content such as training materials, case studies, and learning sessions, to embed resiliency practices across Gov Support delivery teams and scale knowledge beyond the immediate function Define and report on success metrics including mean time to detect, time to engage, incident recurrence, proactive detection rates, and customer confidence Leverage telemetry, monitoring data, and trend analysis to proactively identify and address emerging risks before they become customer-reported incidents Partner with reliability engineering, product teams, and delivery leadership to ensure resiliency insights feed into upstream engineering actions, product improvements, & prevention strategies Design escalation pathways, incident handling standards, and compliance-aligned operational processes for Sovereign environments Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 6+ years' experience in engineering, product/technical program management, data analysis, or product development OR equivalent experience. …

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