HWS: Program Manager, Customer Advisory Board

Upwork ($UPWK) is the world’s work marketplace. We serve everyone from one-person startups to large, Fortune 100 enterprises with a powerful, trust-driven platform that enables companies and talent to work together in new ways that unlock their potential.

Last year, more than $3.8 billion of work was done through Upwork by skilled professionals who are gaining more control by finding work they are passionate about and innovating their careers.

We are looking for a Program Manager, Customer Advisory Board to conduct internal and external research and collate insights for a proposed Customer Advisory Board (CAB) at Upwork. This project requires someone who can conduct interviews and analyze qualitative data to assist in making an informed decision. The Special Projects Manager will work closely with the Customer Advocacy team to gather information, conduct surveys, and analyze feedback to present a comprehensive report. The successful candidate should have strong interviewing skills as well as excellent communication abilities.

Work/ Project Scope:

• ​​Research and analyze the current CAB trends and industry best practices regarding the establishment and operation of CABs.

• Collaborate with key cross-functional teams to gather insights into customer preferences, pain points, and expectations. Analyze customer feedback, surveys, and support data to identify common themes and areas for improvement.

• Identify and profile potential customers for the CAB, considering factors such as industry expertise, tenure as an Upwork customer, and diversity of perspectives. Develop criteria and selection processes for recruiting board members.

• Work with the Sr. Manager, Customer Advocacy to compile internal research findings and insights into a comprehensive proposal outlining the rationale for forming a Customer Advisory Board. Include potential benefits, risks, and resource requirements associated with CAB implementation.

• Develop a detailed implementation plan for establishing and managing the CAB. Outline key milestones, timelines, budget considerations, and resource allocation needed to launch and sustain the CAB effectively.

Must-Have Requirements:

• 10+ years of experience in customer advocacy or customer marketing

• Poise, discretion, and a demonstrated ability to interact with individuals at all levels of an organization, including VP and C-level executives

• Excellent verbal and written communication skills

• Strong interviewing skills

• Customer steward mindset and mentality as well as customer-facing experience (particularly with senior level audiences)

• Strong attention to detail

• Knowledge of and experience using CRM systems (particularly, Salesforce)

• Bias toward action

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