Program Manager, Customer Experience

Fastly helps people stay better connected with the things they love. Fastly's edge cloud platform enables customers to create great digital experiences quickly, securely, and reliably by processing, serving, and securing our customers' applications as close to their end-users as possible — at the edge of the Internet. The platform is designed to take advantage of the modern internet, to be programmable, and to support agile software development. Fastly's customers include many of the world's most prominent companies, including Vimeo, Pinterest, The New York Times, and GitHub.

We're building a more trustworthy Internet. Come join us.

*Program Manager, Customer Escalations and PMO*
The Customer Escalation and PMO team at Fastly plays a vital role in the Customer Experience organization. We are committed to providing customers with a seamless and satisfying experience on our platform. Our team consists of skilled Program Management professionals, Escalation Engineers, and Escalation Management experts who excel in facilitating customer onboarding processes, resolving complex service issues, and providing timely maintenance notifications and post-incident advisories for any events that may impact customer services. We strive to deliver exceptional customer service and support for all activities.

As a Program Manager on our team, your primary responsibility is to successfully onboard strategic customer accounts onto our platform. You will coordinate with Solution Architect and Engineering teams to assess customer requirements and their unique configuration needs, develop and maintain project plans, and ensure timely delivery of all requested integrations. Additionally, as a Program Manager in the Asia-Pacific region, you will oversee the webpage, providing timely notifications to customers regarding scheduled maintenance or service disruptions.

You will advocate for customers, allocate resources effectively, and strive for an exceptional customer experience in all interactions. This is a hybrid position that will require the ideal candidate to learn and be responsible for both Program Management and Escalation Management best practices, selectively, and will report directly to the Manager of Customer Escalations and PMO assigned to the region to ensure an optimal working environment.

What You'll Do

• In this role, you will lead customer-facing implementation projects for our key product lines, Network Services, Security, Compute, and how to properly implement Observability toolsets as new or existing customers implement their services onto our platform. You will be responsible for facilitating both customer-facing and internal cross-functional meetings, as well as developing and implementing project plans in association with Fastly provided Solution Architects.
• You will serve as the go-to expert in Customer Experience PMO and Escalation practices, advocating for customers during complex and strategic onboarding activities. You will drive cross-functional accountability and represent the voice of the customer during strategic onboards, providing situational reporting to customer-facing teams at planned intervals for optimal internal awareness.
• Fastly offers Live Event Monitoring for customers who have seasonal peak performance periods, Program Managers may be asked to facilitate the proper information gathered by one or more customers and share cross-functionally to provide customers with dedicated network capacity within a region at select times to ensure optimal performance delivery.
• You will work closely with Escalation Engineering and Escalation Management teams to develop proper onboarding plan processes, notification strategies, and in association with planned activity, help draft service advisories that align with our product lifecycles.
• As a member of our Customer Escalations and PMO team, your responsibilities will involve facilitating prompt customer notifications and service level response during acute incident response practices. You will be responsible for providing customer updates as our partners in Engineering triage and work to mitigate customer-impacting incidents both on our status page ) and in collaboration with account teams as necessary.
• This role also includes participation in acute incident response on-call rotations during weekends and corporate holidays.

What We're Looking For

• We are seeking a dynamic team player with the ability to build strong working relationships and demonstrate expertise in developing and maintaining productive relationships with customers and cross-functional teams.
• The ideal candidate will possess problem-solving skills, prject management capabilities, and the ability to effectively facilitate the cross-functional conduct of cause and effect analysis practices.
• Must have a proven track record of remaining composed under pressure and managing multiple tasks in a fast-paced environment.
• Excellent written communication skills and a background in supporting customers or customer-facing teams. They must exhibit a customer-centric attitude and a commitment to delivering top-notch service for our customers.
• Overall, we are looking for a candidate who has experience handling low-level incidents, resolving roadblocks in projects, and effectively communicating delays and contributing factors to customers in a timely manner.

We'll be super impressed if you have experience in any of these:

• 5+ years of program or product management experience
• Fluent spoken and written English required, tailoring depth to be a good fit for varying audiences
• Bilingual in Japanese and English will be a plus, but is not required
• Atlassian and Trello suite experience, to include past exposure to facilitating Sprint project plan techniques
• Risk management exposure that includes how to properly conduct a failure mode effects analysis with experience rating customer requirements
• Proficient knowledge of ITIL Management or ISO 20000 Service Management System methods

Work Hours

• This position will require you to be available during core business hours.
• This position will require you to be reachable during planned weekend and holiday on-call rotations.

W
ork Location(s) & Travel Requirements:
This position is open to the following preferred locations:

• London, UK

This position may require travel as required by your role or requested by your manager.

Fastly currently embraces a largely hybrid model for most roles which allows employees flexibility to split their time between the office and home.

We offer a comprehensive benefits package designed to meet your needs. Our offerings may vary depending on the country where you work and are subject to change.

Why Fastly?

• We have a huge impact. Fastly is a small company with a big reach. Not only do our customers have a tremendous user base, but we also support a growing number of open source projects and initiatives. Outside of code, employees are encouraged to share causes close to their heart with others so we can help lend a supportive hand.
• We love distributed teams. Fastly's home-base is in San Francisco, but we have multiple offices and employees sprinkled around the globe. As a new hire, you will be able to attend our IN-PERSON new hire orientation in our San Francisco office It is an exciting week-long experience that we offer to new employees to build connections with colleagues across Fastly, participate in hands-on learning opportunities, and immerse yourself in our culture firsthand.
• We value diversity. Growing and maintaining our inclusive and diverse team matters to us. We are committed to being a company where our employees feel comfortable bringing their authentic selves to work and have the ability to be successful -- every day.
• We are passionate. Fastly is chock full of passionate people and we're not 'one size fits all'. Fastly employs authors, pilots, skiers, parents (of humans and animals), makeup geeks, coffee connoisseurs, and more. We love employees for who they are and what they are passionate about.

We're always looking for humble, sharp, and creative folks to join the Fastly team. If you think you might be a fit please apply
A fully completed application and resume or CV are required when applying.
All job applications must be submitted through our official careers site at We will never request sensitive information, such as your Social Security number, bank account or credit card information during the application process.
Fastly is committed to ensuring equal employment opportunity and to providing employees with a safe and welcoming work environment free of discrimination and harassment. Our employment decisions are based on business needs, job requirements and individual qualifications.
All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, family or parental status, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.
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