DigitalCustomerProgramsManager

ABOUT ASSEMBLED Great customer support requires human agents and AI in perfect balance, and Assembled https://www.assembled.com/customers is the only unified platform that orchestrates both at scale. Companies like Canva, Etsy, and Robinhood use Assembled to coordinate their entire support operation — in-house agents, BPOs, and AI — in a single operating system. With AI Agents that resolve cases end-to-end, AI Copilot for agent assistance, and AI-powered workforce management that optimizes both human and AI capacity, Assembled helps teams deliver faster, better service while making smarter decisions about how to staff and automate. Backed by $71M from NEA, Emergence Capital, and Stripe, we're building the platform that makes AI and human collaboration actually work. THE ROLE The Digital Customer Programs Manager owns Assembled's Scale tier customer experience. The Scale tier is served through structured programs: self-serve resources, community engagement, and light-touch human interaction — not an assigned CSM relationship. This role sits in the Support org, within our broader Customer Experience department, and that's intentional. When customers hit technical friction, the response needs to be as disciplined as it is empathetic. You'll move fluidly between customer success instincts and technical support process rigor, with impact measured across the entire tier, not a single account list. You'll be the primary executor of the Scale Experience program — high daily volume, a wide range of customer maturity levels, and constant context-switching. If you're energized by breadth and by building things that scale, this is your role. RESPONSIBILITIES - Account Health Monitoring — Own or help build the systematic mechanism for tracking health signals across the tier. Know which accounts are engaged, which are drifting, and why. Engage when signals change — don't wait for a renewal to address misalignments. - Renewals — Proactively manage the renewal motion for this tier,