Broadcom

Program Manager - Proactive Customer Engagement

Broadcom$90K — $144K *
Technical Services
8 - 10 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's degree and 8+ years in program management or related fields.
  • Proven experience in delivering measurable outcomes through cross-functional initiatives.
  • Strong grasp of enterprise Technical Support and customer engagement strategies.
  • Ability to analyze data and derive actionable insights from customer trends.
  • Exceptional communication and organizational skills.
  • Proven track record of influencing stakeholders without direct authority.
  • Expertise in project management with a multi-tasking ability.

Responsibilities

  • Develop proactive customer engagement programs to enhance success and satisfaction.
  • Identify proactive engagement opportunities through outreach and educational initiatives.
  • Analyze support trends and metrics to mitigate recurring customer issues.
  • Design programs that optimize customer product usage and reduce support needs.
  • Establish objectives and metrics to gauge program impact on business.
  • Collaborate with leadership to align initiatives with organizational goals.
  • Create frameworks to standardize proactive engagement across support teams.
  • Monitor program effectiveness and refine strategies based on feedback.

Benefits

  • Medical, dental, and vision coverage.
  • 401(K) plan with company matching.
  • Discretionary annual bonus opportunities.
  • Employee Stock Purchase Program (ESPP).
  • Comprehensive Employee Assistance Program (EAP).
  • Paid holidays, vacation, and sick leave.
  • Compliance with laws for Paid Family Leave and other absences.
Full Job Description
We are seeking an experienced and innovative Program Manager - Proactive Customer Engagement to lead strategic initiatives that transform how our Technical Support organization engages with customers. This individual contributor role is responsible for developing and executing scalable programs that proactively address customer needs, improve product adoption, reduce reactive support interactions, and enhance the overall customer experience.

Working closely with Technical Support leadership, the Program Manager will leverage customer insights, support trends, and operational data to identify opportunities for proactive engagement. Success in this role requires a combination of strategic thinking, program management expertise, analytical skills, and a passion for creating meaningful customer outcomes.

Key Responsibilities
  • Develop and execute proactive customer engagement programs that improve customer success, product adoption, and overall customer satisfaction.
  • Identify opportunities to proactively engage customers through targeted outreach, educational initiatives, customer health programs, best practice guidance, and other scalable engagement strategies.
  • Analyze customer support trends, case data, and operational metrics to identify recurring issues and opportunities for preventative engagement.
  • Design and manage programs that help customers maximize product value while reducing avoidable support interactions.
  • Establish program objectives, implementation plans, timelines, success metrics, and reporting mechanisms to measure business impact.
  • Collaborate with Technical Support leadership to prioritize and execute strategic initiatives aligned with organizational objectives.
  • Develop repeatable frameworks and best practices that enable Technical Support teams to engage customers more proactively and consistently.
  • Monitor program effectiveness through data analysis and customer feedback, continuously refining initiatives to improve outcomes.
  • Prepare and deliver program updates, recommendations, performance metrics and support insights to Technical Support leadership and cross functional teams.
  • Champion a culture of proactive customer engagement and continuous improvement throughout the Technical Support organization.

Required Qualifications
  • Bachelor's degree and 8+ years of experience in program management, technical support, customer success, or a related role.
  • Experience designing and managing cross-functional initiatives that deliver measurable business outcomes.
  • Strong understanding of enterprise Technical Support operations and customer engagement strategies.
  • Demonstrated ability to analyze data, identify trends, and translate insights into actionable programs.
  • Excellent organizational, communication, and presentation skills.
  • Proven ability to influence stakeholders and drive initiatives without direct management authority.
  • Strong project and program management skills with the ability to manage multiple initiatives simultaneously.

Preferred Qualifications
  • Previous Support Management experience
  • Experience within an enterprise software environment.
  • Familiarity with customer health metrics, customer adoption strategies, support analytics, and customer satisfaction measurements.
  • Experience developing customer enablement programs, knowledge-sharing initiatives, webinars, customer outreach campaigns, or similar engagement activities.
  • Experience with business intelligence and reporting tools.
  • PMP, Agile, Lean Sig Sigma or other program management certification is a plus.


Compensation and Benefits

The annual base salary range for this position is USD 90,000.00 To USD 144,000.00

As a valued member of our team, you'll be eligible for a discretionary annual bonus and the opportunity to receive not only a competitive new hire equity grant, but also annual equity awards, connecting your success directly to the company's growth. All subject to relevant plan documents and award agreements.

Broadcom offers a competitive and comprehensive benefits package: Medical, dental and vision plans, 401(K) participation including company matching, Employee Stock Purchase Program (ESPP), Employee Assistance Program (EAP), company paid holidays, paid sick leave and vacation time. The company follows all applicable laws for Paid Family Leave and other leaves of absence.

About Broadcom

Broadcom Limited is a designer, developer and global supplier of a range of analog semiconductor devices with a focus on III-V based products. Its product portfolio is extensive and includes over 6,500 products that it sells into four primary target markets: wireless communications, wired infrastructure, industrial and automotive electronics, and consumer and computing peripherals. Applications for its products in these target markets include cellular phones, consumer appliances, data networking and telecommunications equipment, enterprise storage and servers, renewable energy and smart power grid applications, factory automation, displays, optical mice and printers. Its product portfolio ranges from simple discrete devices to complex sub-systems that include multiple device types and incorporate firmware for interface between digital systems. It also includes mechanical hardware that interfaces with optoelectronic or capacitive sensors.

Broadcom Careers

Join Broadcom—a leader in technological innovation and a beacon for professionals seeking transformative career opportunities. At Broadcom, we are committed to building a diverse team of talented individuals who are ready to drive innovation and lead the industry forward. Work You’ll Do At Broadcom, you will be part of a dynamic team that thrives on innovation and leadership. Our professionals are at the forefront of developing cutting-edge technologies that redefine how we connect and communicate. Your work will not only influence the direction of technology but also contribute to industries and communities globally. Broadcom offers a range of job opportunities that cater to different skills and career aspirations. From engineering to marketing, our positions are designed to challenge your professional growth while contributing significantly to our global success. Join Our Inclusive Culture Broadcom is dedicated to fostering an inclusive culture where diversity is celebrated, and every team member is valued. We believe that diverse perspectives lead to more innovative solutions. Our commitment to diversity training ensures that all employees have the opportunity to thrive. Internship Programs Start your career with a Broadcom internship. Our internships provide invaluable industry experience and a chance to develop essential skills in a real-world setting. Interns at Broadcom are considered integral members of the team and are given responsibilities that challenge and enhance their academic learning. Professional Growth and Benefits Broadcom is deeply invested in the professional growth of its employees. We offer comprehensive benefits and resources to support both your professional and personal development. This includes competitive employment benefits, leadership training, and opportunities for career advancement. Networking and Career Development We encourage our employees to engage in networking and professional development activities that enhance their career paths. Broadcom’s expansive network of industry professionals provides a robust environment for growth and innovation. Employees are supported in their efforts to pursue certifications, attend workshops, and take part in leadership training to hone their expertise and advance their careers. Hiring Process Our hiring process is designed to identify and attract professionals who are passionate, curious, and driven. Starting with your resume submission, through to the interview stage, each step is an opportunity for us to learn about your strengths and for you to understand our company's values and vision. Explore Job Opportunities Whether you are seeking an entry-level position or a more senior role, Broadcom offers a range of opportunities to build a rewarding career. Explore the positions available and find where your skills and interests align with our needs. Stay Connected Join the Broadcom team and be part of a company that values innovation, leadership, and a commitment to quality. Search open positions that match your skills and interests. We look for individuals who are creative, solution-driven, and ready to contribute to our team’s success. SEARCH BROADCOM JOBS Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. READ CAREERS BLOG Job Alert Emails Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding opportunities that await at Broadcom. Join Broadcom and propel your career to new heights in an environment where your contributions lead to real-world solutions and success.
Learn more about Broadcom
Size
20,000 employees
Market Cap
$231.5 billion
Industry
Net Income
$3.9 billion
Founded
1991
5 Year Trend
+13.5%
Revenue
$24.6 billion
NASDAQ

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