• Lead end-to-end planning and execution of complex, cross-functional initiatives • Manage multiple workstreams simultaneously, aligning stakeholders across functions • Own program governance: frameworks, dependency management, risk mitigation, predictable outcomes • Drive strategic internal initiatives and support customer implementation programs • Work closely with the Implementation Manager for client delivery • Provide cross-functional coordination and visibility • Build and maintain program plans, milestones, and reporting dashboards • Build automated AI reporting, scalable and applicable across the board for different stakeholders, as well as the frameworks for program management

• Coordinate the management of multiple related projects directed toward a common business objective • Partner with business leaders to envision, define and initiate programs • Provide direction and guidance to project managers to monitor cost, schedule, and technical performance of component projects and operations • Partner with business leaders in envisioning and strategic planning efforts for company programs • Develop program road map/implementation plan • Establish and manage the governance structure for the program • Manage program communications with key stakeholders, project sponsors, project managers, and the program team • Perform program risk management and manage escalation of program issues • Coordinate and monitor the scheduling, financial, and technical performance of company programs • Perform master resource planning for the program roadmap • Facilitate the development of a cost-benefit analysis and return on investment for each project • Develop budget, financial projections, and forecasted ROI • Aid in negotiation of contracts and contractual changes • Ensure adherence to master plans and schedules • Build an effective matrixed team and inspire a shared vision for program

• Run the enablement intake system, including logging requests, triaging weekly, and routing decisions within the 48-hour service standard • Own the operating rhythm and program calendar so launch-critical work gets the protected capacity it needs • Coordinate product launch programs end to end across Product Marketing, Product Enablement, Field Enablement, and Revenue Operations, keeping every launch on its timeline from pre-launch prep through launch week • Maintain the program management infrastructure, including DRIs, milestones, dependencies, and status reporting across concurrent launches • Build and maintain OKR tracking and reporting so the team measures outcomes such as ramp time, attach rate, and win rate, not just activity • Support monetization, offers, and partnership programs with the same coordination discipline • Establish and document standard operating procedures for how enablement programs are scoped, built, and shipped • Produce the cross-segment program health view that leadership uses to see what enablement is working on and why • Use generative AI to accelerate project planning, status synthesis, and reporting • Partner with the Enablement Systems Specialist so intake, tooling, and reporting stay connected • Other duties as required

• Own end-to-end reference program operations: Manage a high-volume customer reference program — matching prospects to the right references, coordinating outreach, scheduling reference calls, and logging all activity in the reference management platform. • Identify and prepare customer references RFP submissions for enterprise sales deals. • Coordinate and manage customer reference calls as a key lever in active sales cycles — connecting the right customer voices at the right moment to accelerate pipeline velocity and help bring deals across the finish line. • Build a curated pool of high-impact customer references and advocates across key industries — supporting the team goal to target +10% year-over-year growth in the total advocacy pool. • Lead the evaluation, selection, and implementation of a customer advocacy and champion program platform — incorporating gamification, tiered rewards, and a centralized customer hub. • Own the content strategy, editorial calendar, and distribution of a customer newsletter that keeps advocates engaged, informed, and connected to the 8x8 community. • Work cross-functionally to grow the 8x8 customer community — connecting advocacy program participation with community engagement and ensuring a seamless customer experience across all touch points. • Identify customer speakers, pair with internal subject matter experts, manage logistics, and partner with Marketing Operations on event setup, promotion, and follow-up. • Plan and facilitate ongoing meetings with active customer advocates — creating a forum for product feedback, peer connection, program updates, and deeper engagement that strengthens the advocate relationship over time. • Source and coordinate the creation of advocacy-led content — including written case studies, video testimonials, and customer quotes — for use across sales, marketing, and demand generation. • Lead ongoing outreach and campaign management across review sites — coordinating with Net Promoter Score (NPS) data sources, running targeted review campaigns, and maintaining relationships with platform contacts. • Partner closely with the Social Media team to amplify customer content and advocate stories across all channels, maintaining an always-on customer advocacy presence that keeps customers at the center of the 8x8 brand. • Collaborate closely with Sales, Customer Support, and Customer Success to identify advocate candidates, align on customer health and retention, and ensure customers participating in the advocacy program have an exceptional experience. • Lead regular standing calls with Account Managers (AMs) and Customer Success Managers (CSMs) to surface new reference and advocate candidates and maintain a healthy, growing program pipeline. • Track and report on the revenue and pipeline impact of customer advocacy activities — including reference calls, peer reviews, case studies, and advocate-led content — demonstrating the direct ROI of the advocacy program to leadership. • Maintain accurate, on-time reporting on reference program performance, review site metrics, advocacy-led asset activity, and renewal revenue influenced — using Salesforce, Reference Edge, and the advocacy-led assets tracker. • Use AI tools to increase the speed and impact of the advocacy program — including drafting customer outreach, generating content for the newsletter and case studies, analyzing advocate data, and automating repetitive workflows so more time can be spent on relationship-building and program strategy. • Proactively surface gaps in customer advocacy workflows and recommend scalable improvements to processes, documentation, and marketing technology (MarTech) tooling.