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Program Manager, Customer Experience – Support Services ID-12326

Who is Flock?

Flock Safety is an all-in-one technology solution to eliminate crime and keep communities safe. Our intelligent platform combines the power of communities at scale - including cities, businesses, schools, and law enforcement agencies - to shape a safer future together. Our full-service, maintenance-free technology solution is trusted by communities across the country to help solve and deter crime in the pursuit of safer communities for everyone.

Our holistic public safety platform is comprehensive and intelligent, providing the actionable evidence needed to solve, deter and reduce crime across neighborhoods, schools, businesses and entire cities. Without compromising transparency or privacy, we are turning unbiased data into objective answers.

Flock strives to offer a career-defining experience where you can also make an impact on your community. While safety is a serious business, we are a supportive team that is optimizing the remote experience to create strong and fulfilling relationships even when we are physically apart. Our group of hard-working employees thrive in a positive and inclusive environment, where a bias towards action is rewarded. 

We have raised over $700M in venture capital from investors including Tiger Global, Andreessen Horowitz, Matrix Partners, Bedrock Capital, Meritech Capital Partners, and Initialized Capital. Now surpassing a $7.5B valuation, Flock is scaling intentionally and seeking the best and brightest to help us meet our goal of reducing crime in the United States by 25% in the next three years.

The Opportunity

Our Customer Experience team is at the heart of that mission. We’re the voice of the customer and the architects of their journey. We’re obsessed with understanding pain points, removing friction, and creating support systems that scale with integrity and empathy.

We’re a growing, passionate team that thrives at the intersection of people, process, and performance. Whether launching new tools or leveling up internal enablement, we bring structure to ambiguity and momentum to moments that matter.

We’re looking for a Customer Experience Program Manager to lead and build our Support Services function—owning the strategy and execution for core programs including Quality, Product Implementation, Workforce Management (WFM), Training, and Support Content.

This is a highly strategic and operational role designed for a systems thinker and doer—someone who can zoom out to design a program, then zoom in to execute with precision. You’ll work across teams to stand up new initiatives, drive alignment, and embed CX excellence at every level of the organization.

If you love building from the ground up, thrive in fast-paced environments, and are energized by enabling teams to be their best, this role is for you.

How you’ll make an impact:

The Skillset

  • 4+ years of experience in Customer Experience, Support Operations, Program Management, or a related role.

  • Proven track record of building and scaling cross-functional programs from scratch—bonus points for experience in fast-growing, high-change environments.

  • Deep understanding of CX principles, support operations, and service delivery best practices.

  • Hands-on experience with support platforms (Zendesk, Salesforce, etc.), WFM tools, LMS systems, and content management systems.

  • Strong project management skills and the ability to manage multiple workstreams simultaneously.

  • Excellent written and verbal communication—you know how to get buy-in, align teams, and tell a compelling story with data.

  • Experience collaborating with Product, Engineering, and Customer Success teams.

  • A bias toward action, a love of structure, and a deep empathy for both customers and internal teams.

90 Days at Flock

We are a results-oriented culture and believe job descriptions are a thing of the past. We prescribe 90-day plans and believe that good days lead to good weeks, which lead to good months. This serves as a preview of the 90-day plan you will receive if you were to be hired at Flock Safety.

The First 30 Days

  • Conduct an audit of current-state support services across quality, WFM, training, implementation, and support.

  • Shadow team members and collect feedback from cross-functional stakeholders.

  • Establish a roadmap for each service function based on priority, readiness, and business impact.

  • Identify quick wins and start implementation of foundational processes (e.g., QA rubric, content audit, basic forecasting model).

The First 60 Days

  • Identify resources and tools to implement successful programs in key areas, focusing on prioritized needs of the business. 

  • Launch pilot versions of key programs (e.g., quality coaching, onboarding training, content workflows).

  • Align teams on SLAs, ownership, and processes for WFM and product implementation support.

  • Report out on early findings and deliver insights to support leadership and CX partners.

  • Create documentation, resources, and initial SOPs to support adoption and scalability.

90 Days & Beyond

  • Operationalize and scale each program with supporting tools, workflows, and resource planning.

  • Deliver measurable improvements in support team performance, customer outcomes, and internal satisfaction.

  • Build a regular cadence of reporting, cross-functional updates, and continuous improvement initiatives.

  • Become the go-to expert for support operations and the connective tissue between teams, tools, and the customer journey.

Salary & Equity

In this role, you’ll receive a starting salary up to $125,000 as well as Flock Safety Stock Options. Base salary is determined by job-related experience, education/training, as well as market indicators. Your recruiter will discuss this in-depth with you during our first chat.

The Perks 

🌴Flexible PTO: We seriously mean it, plus 11 company holidays.

⚕️Fully-paid health benefits plan for employees: including Medical, Dental, and Vision and an HSA match. 

👪Family Leave: All employees receive 12 weeks of 100% paid parental leave. Birthing parents are eligible for an additional 6-8 weeks of physical recovery time.

🍼Fertility & Family Benefits: We have partnered with Maven, a complete digital health benefit for starting and raising a family. In 2025, Flock will provide a $ 50,000-lifetime maximum benefit related to eligible adoption, surrogacy, or fertility expenses.

💖Caregiver Support: We have partnered with Cariloop to provide our employees with caregiver support 

💸Carta Tax Advisor: Employees receive 1:1 sessions with Equity Tax Advisors who can address individual grants, model tax scenarios, and answer general questions. 

💚ERGs: We want all employees to thrive and feel like they belong at Flock. We offer three ERGs today - Women of Flock, Flock Proud, and Melanin Motion. If you are interested in talking to a representative from one of these, please let your recruiter know.

💻WFH Stipend: $150 per month to cover the costs of working from home.

📚Productivity Stipend: $250 per year to use on Audible, Calm, Masterclass, Duolingo, Grammarly and so much more.

🏠Home Office Stipend: A one-time $750 to help you create your dream office.

🐾Pet Insurance: We’ve partnered with Pumpkin to provide insurance for our employee’s fur babies. 

Flock is an equal opportunity employer. We celebrate diverse backgrounds and thoughts and welcome everyone to apply for employment with us. We are committed to fostering an environment that is inclusive, transparent, and collaborative. Mutual respect is central to how Flock operates, and we believe the best solutions come from diverse perspectives, experiences, and skills. We embrace our differences and know that we are stronger working together.

If you need assistance or an accommodation due to a disability, please email us at careers@flocksafety.com. This information will be treated as confidential and used only to determine an appropriate accommodation for the interview process.

At Flock Safety, we compensate our employees fairly for their work. Base salary is determined by job-related experience, education/training, as well as market indicators. The range above is representative of base salary only and does not include equity, sales bonus plans (when applicable) and benefits. This range may be modified in the future. This job posting may span more than one career level.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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