Program Manager, Go-to-Market Experience and Productivity

Description

The company provides financial infrastructure software to businesses. Millions of firms, from large enterprises to early-stage startups, use it to take payments, grow revenue and open new deals.

The Seller Experience & Insights team makes sure the go-to-market teams have working tools, systems, processes and policies. It finds friction in how sellers work, turns seller needs into solutions that scale, and works with Product, Engineering, Data Science, Sales Operations and Enablement to raise productivity and the quality of customer engagement.

The SDR team is changing how it finds, contacts and qualifies prospects. Agentic workflows can take repetitive tasks off reps so they can spend more time on conversations that need judgement. Getting that benefit takes more than new tools: the full path from targeting to reporting has to work as one experience.

Responsibilities

• Own the business experience and improvement roadmap for SDR workflows, starting with the agentic outreach solution and Gong Engage and how they connect with Salesforce, Orum, Gmail, LinkedIn and the routing and data services behind them. The scope may widen to other SDR tools over time.
• Work with SDRs and their managers to see how the work is done today, find the friction that costs the most, and shape the tools, processes and policies that improve results.
• Act as the link between frontline sellers and the teams that build and run these capabilities, turning unclear problems into clear requirements, ranked roadmaps, measurable launches and workflows that keep improving.
• Own the SDR experience roadmap from account and contact sourcing through targeting, outreach, task work, handraiser management, meeting outcomes and qualification.
• Set the business, product and operating strategy for the agentic outreach solution and Gong Engage within Sales Development, making sure agentic and seller-led steps solve real seller problems and fit the wider SDR model.
• Own the handoffs between the agentic outreach solution and Gong Engage: cadence setup, SDR task completion, prospect replies, meeting handoffs and capture of downstream activity.
• Map current workflows and redesign them to cut manual effort, duplicate work, context switching and avoidable failure points across SDR tools.
• Build repeatable ways to gather and rank feedback from SDRs and managers, pairing qualitative input with product usage, workflow, support and pipeline data.
• Turn frontline needs into business requirements, user journeys, success criteria and ranked recommendations for Product, Engineering, Data Science, Sales Systems and Operations.
• Define and track metrics for productivity, adoption, workflow health, data quality, follow-up speed, pipeline quality and prospect experience.
• Work with Sales Development leadership, Sales Operations and policy owners so tools and workflows reflect routing, territories, rules of engagement and qualification criteria.
• Plan launches and change management with Enablement and Communications so new capabilities are understood, adopted and part of daily SDR work.
• Set up governance for agentic workflows, covering release readiness, feedback triage, incident escalation, experiment review and iteration after launch.
• Find chances to simplify or consolidate the SDR tool stack, and build evidence-based cases for investing in, retiring or changing tools and processes.
• Represent the SDR experience in cross-functional planning, and explain trade-offs, progress, risks and results to frontline teams and senior leaders.

Requirements

• 3-5+ years in program management, product operations, revenue operations, sales operations, product management or process improvement at a technology or high-growth company.
• 2+ years building, improving or supporting Sales Development or wider GTM workflows, data and systems.
• A track record of leading complex, global, cross-functional initiatives from problem definition through launch, adoption and iteration.
• A solid grasp of how modern prospecting and SDR workflows run, including targeting, contact sourcing, outreach, lead routing, qualification and CRM activity capture.
• Skill at mapping intricate user journeys, finding root causes, and turning vague seller problems into clear requirements and prioritised fixes.
• Strong analysis: you can define success metrics, read workflow and funnel data, and use evidence to weigh trade-offs.
• Experience working well with technical teams and communicating with frontline, operational, product and executive audiences.
• Proactive, low-ego and hands-on, comfortable switching between strategy and detailed execution in a fast-moving setting.
• Strong change management and a history of driving adoption, not just shipping launches.
• Bonus: direct experience in Sales Development, SDR Operations or designing SDR productivity programs.
• Bonus: familiarity with Salesforce and sales-engagement, conversation-intelligence, dialing, enrichment or routing tools such as Gong, Orum, Salesloft, LinkedIn Sales Navigator or similar.
• Bonus: experience designing or running AI-assisted or agentic workflows, with human-in-the-loop controls, quality measurement and responsible-use guardrails.
• Bonus: experience with experiments, funnel analysis, SQL or BI tools.
• Bonus: a good understanding of data quality, routing, rules of engagement and how workflow changes affect reporting and seller incentives.
• Bonus: experience building enablement, documentation or operating processes for global sales teams.
• Bonus: a real interest in how sellers behave and in improving experiences for employees and prospective users.