CS Ops, Program Manager – Insights & Programs
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Job Location:
Guadalajara - Mexico
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
At F5 we strive to bring a better digital world to life. Our teams empower organizations across the globe to create secure and run applications that enhance how we experience our evolving digital world. We are passionate about cybersecurity from protecting consumers from fraud to enabling companies to focus on innovation.
Everything we do centers around people. That means we obsess over how to make the lives of our customers and their customers better. And it means we prioritize a diverse F5 community where each individual can thrive.
Customer Success Operations Program Manager Insights & Programs
We are seeking individuals who are passionate aboutdata insights and scalable programs!
As a Customer Success Operations Program Manager Insights & Programs you will play a pivotal role in shaping how F5 translates customer signals into actionable insights that drive better decisions across Customer Success Product andCX. You willbe responsible fordesigning operationalizing and continuously improvinginsight drivenprograms thatleverageCustomer Success data Voice of the Customer (VoC) and UX feedback to improve risk identification product prioritization and customer outcomes.
This role requires a dynamic individual who can leadcross functionalprograms synthesize complex inputs into clear narratives and ensure insights move beyond reporting into measurable action across the customer lifecycle.
What will you do
Own anditerate onprograms used to capture customer insights (e.g. Success Plans Verified Outcomes Executive StatusVoC UX inputs) to ensure strong scalable processes that deliverhigh-qualityoutputs with minimal time and effortfrom CSMs.
Continuously evaluate andimprovecustomer insights are collected to reduce manual efforteliminateredundancy and increase consistency and signal quality.
Use AI tools to accelerate insight generation including summarization and pattern recognition while ensuring quality consistency and interpretability.
Teach and guide teams on effective AI usage including prompt design and best practices to improve the quality and reliability ofAIassistedinsights.
Analyze Customer Success data including success plans verified outcomes executive status updates customer health indicators VoC and UX feedback toidentifytrends risks and opportunities.
Translate unstructured customer and CSM inputs into clear actionable insights that inform product prioritization and customer risk mitigation.
Design and manage structured insight frameworks and operating cadences to ensure consistent scalable delivery of customer intelligence.
Partner with Product andCXteams to translate complex technical and product data intobusiness relevantinsights tied to customer impact.
Influence roadmap discussions by clearly articulating customer needs experience gaps and risk signals grounded in data.
Support enablement initiatives by contributinginsight relatedcontent guidance and adoption strategies for CSMs and CS leaders.
Definesuccessmetrics for insights programs and track their impact on Customer Success effectiveness and product alignment.
Communicate insight findings program status and recommendations at executive levels through clear presentations and written narratives.
Drive continuous improvement byestablishingfeedback loops between Customer Success Product andCX.
How do you qualify
Bachelors degree and 8 years of professional experience in Customer Success Operations Program Management Product Operations orrelatedfield (or equivalent experience).
Strong business acumen with acustomer centricmindset and proven program management experience.
Demonstrated ability to translate complex data customer feedback and technical concepts into actionable business insights.
Experience working with VoC programs customer health frameworks or qualitative and quantitative customer data.
Handson experience using AI tools to accelerate insight generation including summarization pattern recognition and synthesis of unstructured data.
Strong understanding of prompt design guardrails and best practices to ensure consistenthigh-qualityAIassistedoutputs.
Ability to evaluateAI generatedinsights critically and apply human judgment to ensure accuracy relevance and business context.
Excellent written and verbal communication skills with the ability to influence at all levels of the organization.
Executive presence and ability to communicate clearly with senior leadership andcross-functionalstakeholders.
Strong analytical skills with experience using data to inform strategy anddecision-making.
Ability to thrive in afast paced dynamic and evolving technology environment.
Evaluation Criteria
Demonstrates a passion for turning customer data and signals into actionable insights.
Ability to break down ambiguous complex problems into structured manageable programs.
Strong ownership mindset with a focus on outcomes not just deliverables.
Willingness to behands-onand engage deeply with customer operational and qualitative data.
Demonstrates practical experienceleveragingAI responsibly to improve speed consistency and quality of insights.
Ability to design and refine effective AI prompts and workflows to support insight programs.
Shows sound judgment in interpretingAI generatedoutputs and validating insights with data and customer context.
Excellent communication and storytelling skills with the ability to tailor messages to different audiences.
Strong listening skills and openness to feedback fromcross functionalpartners.
Proven ability to influence without direct authority and drive alignment across teams.
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The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However the description may not be all-inclusive and responsibilities and requirements are subject to change.
Please note that F5 only contacts candidates through F5 email address (ending with @) or auto email notification from Workday (ending with or @).
Equal Employment Opportunity
It is the policy of F5 to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race religion color national origin sex sexual orientation gender identity or expression age sensory physical or mental disability marital status veteran or military status genetic information or any other classification protected by applicable local state or federal laws. This policy applies to all aspects of employment including but not limited to hiring job assignment compensation promotion benefits training discipline and termination. F5 offers a variety of reasonable accommodations for candidates. Requesting an accommodation is completely voluntary. F5 will assess the need for accommodations in the application process separately from those that may be needed to perform the job. Request by contacting .
Required Experience:
Manager
Key Skills
- Project Management Methodology
- Project / Program Management
- Program Management
- Management Experience
- Microsoft Powerpoint
- Project Management
- Microsoft Project
- Budgeting
- DoD Experience
- Leadership Experience
- Supervising Experience
- Contracts
About Company
F5 application services ensure that applications are always secure and perform the way they should—in any environment and on any device.
