Program Manager, Connect at Meter in San Francisco

Job description

• Application
• Meter builds the infrastructure modern businesses depend on to stay connected. Our product, Connect, helps companies source, compare, and install internet across thousands of locations. We turn what is usually a painful process into one that is fast, transparent, and surprisingly simple.
• Behind every seamless customer experience at Meter lies a complex orchestration of teams, partners, and processes. As the Program Manager for Connect, you'll own the customer-facing fulfillment experience that helps companies install and manage internet across thousands of locations, ensuring every interaction reflects Meter's standard of service and speed.

Responsibilities

• You will build, implement, and execute the framework and processes needed to deliver diverse connectivity options to a variety of customer locations at a global scale. Your work will transform what is traditionally a painful and frustrating experience into a frictionless one that will continue to reinforce Connect as a competitive differentiator for Meter.
• You will coordinate between internal stakeholders (Customer Success, Operations, and Engineering) and external partners (internet service providers, riser companies and property managers) to deliver an efficient white-glove installation experience for each customer's internet connection. Your work will span from single-location retail shops to international multi-location enterprise deployments, with each installation representing a critical step in a customer's connectivity journey.
• Every installation presents unique complexities that require seamless coordination across multiple teams and vendors. You'll partner with offshore fulfillment specialists to ensure each connection is installed and customer-ready, identify friction points in the process, and coordinate solutions that improve efficiency and velocity while simultaneously reducing customer touchpoints. Your operational and systems thinking will be essential as you build playbooks for repeatable scenarios, standardize circuit installation and validation processes, and expand international coverage while maintaining the quality and speed customers expect.

Requirements

• You thrive in environments where minor improvements can have major consequences, care deeply about delivering the right outcomes for customers, and have a passion for not settling for the status quo and pushing legacy providers to operate at an elevated cadence. You have worked with legacy internet service providers, know where the biggest challenges lie and have strong opinions of where Meter can drive change to improve customer experience. Most importantly, you communicate clearly, build trust with providers and internal teams, and stay calm when things get messy. You’re motivated by building systems that enable Meter and its providers to deliver thousands of connections to deliver world-class infrastructure. You should increasingly have your own vision for how this program can impact the work and lives of our providers and customers at a global scale.

Skills

Required

• Operational and systems thinking
• Communication
• Trust building
• Calm under pressure

Benefits

• The estimated base salary for this role is between $100,000 - $170,000.
• Additionally, this role is eligible to participate in Meter's equity plan.