Senior Staff Customer Operations Program Manager

Job description

Crusoe is on a mission to accelerate the abundance of energy and intelligence. As the only vertically integrated AI infrastructure company built from the ground up, we own and operate each layer of the stack — from electrons to tokens — to power the world's most ambitious AI workloads. When you join Crusoe, you join a team that is building the future, faster. We're in the midst of the greatest industrial revolution of our time. The demand for AI compute is boundless, and power is a bottleneck. We're solving that — with an energy-first approach that makes AI infrastructure better for the world and faster for the people innovating with AI. We're looking for problem-solving, opportunity-finding teammates with a sense of urgency, who believe in the scale of our ambition and thrive on a path not fully paved — people who want to grow their careers alongside a team of experts across energy, manufacturing, data center construction, and cloud services. If you want to do the most meaningful work of your career, help our customers and partners advance their AI strategies, and be part of a high-performing team that believes in each other, come build with us at Crusoe. About This Role Crusoe is building vertically integrated AI infrastructure, from energy-first data centers to a high-performance AI cloud. Our Customer Experience organization owns the relationship with some of the most demanding AI companies in the world. As the first program management hire within CX, you will transform complex, high-priority initiatives into successful programs — holding accountability for critical timelines while partnering with leadership to drive execution. This senior individual-contributor role carries an AI-native mandate and reports to the Head of Customer Operations. What You'll Be Working On - Run the CX operating rhythm and change management: own our OKR program, rationalize meeting cadences and syncs, and coach teams through change via documentation, tooling, and discipline - Support leadership with decision-ready work: assemble data and draft materials for QBRs and offsites, track leadership action items to completion, and run cross-functional special projects end to end - Drive operational programs to resolution: establish oversight for customer programs (onboarding, offboarding, maintenance windows, incident debriefs, new deployments), maintaining a single current view of every critical CX timeline and surfacing risks before they become misses - Own delivery of AI tooling built within CX: manage timeline, sequencing, and accountability for landing triage agents, AI-assisted reliability engineering, and support automation releases in the field - Run launch readiness across CX: coordinate enablement, customer communications, Jira hygiene, and go/no-go calls for new product releases What You'll Bring to the Team - 8+ years in technical program management, strategy and operations, chief-of-staff, or related roles at a high-growth technology company - Experience with GPU, cloud-infrastructure, inference, model lifecycle, or other technical, API-first products and their customers - Experience with customer-success operations or scaled, programmatic customer success - A systems-thinker's love of the 0-to-1 phase — designing durable, scalable operational frameworks from the ground up - An AI-native delivery approach: a default to building AI-driven workflows and hands-on experience prototyping with LLMs and modern AI tools - Fluency across tools like Salesforce, Sigma, Claude Code, and Workato — you combine data from disparate sources into conclusions you'd defend, and you validate numbers before they reach executives - Comfort operating autonomously amid shifting priorities What This Role Isn't - A people management role — this is a senior individual-contributor seat with influence through programs, not direct reports - A coordination-layer PM role — you build the dashboard, draft the QBR doc, and prototype the automation yourself - A run-the-playbook role — there's no established PMO in the CX org; you design the frameworks, templates, and cadences from scratch - An AI-optional role — you'll be expected to build with LLMs, agents, and modern AI tools from day one - A stable-roadmap role — priorities change often as the business grows, and plans get reworked frequently Bonus Points - High agency and a bias for action: hands-on, ambitious, and happy to pick up the work yourself - Low ego and high standards: you set a high bar while lifting everyone up, and you build trusted relationships across teams - Prior experience as the first program-management hire in a function or company Benefits - Industry competitive pay - Restricted Stock Units in a fast growing, well-funded technology company - Health insurance package options that include HDHP and PPO, vision, and dental for you and your dependents - Employer contributions to HSA accounts - Paid Parental Leave - Paid life insurance, short-term and long-term disability - Teladoc - 401(k) with a 100% match up to 4% of salary - Generous paid time off and holiday schedule - Cell phone reimbursement - Tuition reimbursement - Subscription to the Calm app - MetLife Legal - Company paid commuter benefit; up to $300 per month Compensation Compensation will be paid in the range of $175,000 - $245,000. Restricted Stock Units are included in all offers. Compensation to be determined by the applicant's education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data. Crusoe is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, disability, genetic information, pregnancy, citizenship, marital status, sex/gender, sexual preference/ orientation, gender identity, age, veteran status, national origin, or any other status protected by law or regulation.