Operational Manager, Consumption Products (Redwood City, California, United States)

This job is with Box, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

 

WHAT IS BOX?

Box (NYSE:BOX) is the leader in Intelligent Content Management. Our platform enables organizations to fuel collaboration, manage the entire content lifecycle, secure critical content, and transform business workflows with enterprise AI. We help companies thrive in the new AI-first era of business. Founded in 2005, Box simplifies work for leading global organizations, including JLL, Morgan Stanley, and Nationwide. Box is headquartered in Redwood City, CA, with offices across the United States, Europe, and Asia.

By joining Box, you will have the unique opportunity to continue driving our platform forward. Content powers how we work. It’s the billions of files and information flowing across teams, departments, and key business processes every single day: contracts, invoices, employee records, financials, product specs, marketing assets, and more. Our mission is to bring intelligence to the world of content management and empower our customers to completely transform workflows across their organizations. With the combination of AI and enterprise content, the opportunity has never been greater to transform how the world works together and at Box you will be on the front lines of this massive shift.

At Box, we believe unique and diverse experiences benefit our culture, our products, our customers, our company, and our world. We aim to recruit a passionate, high-performing workforce that reflects the world we live in. If you are head-over-heels about this role but unsure if you meet all the requirements, we encourage you to apply!

 

WHY BOX NEEDS YOU

Box is expanding into a new era of monetization, one that blends our trusted subscription model with dynamic, consumption-based pricing for AI-powered and Platform capabilities. As the Program Manager, Consumption Products, you will own the day-to-day operations of this early-stage but high-priority business, sitting at the intersection of product, finance, analytics, and our customer-facing teams. This is a rare opportunity to build something new at scale: you will help define how Box monetizes AI Units today and lay the operational foundation for expanding consumption-based models across our Platform and beyond.

This role reports to the VP, Renewals and Consumption and carries direct visibility with Box's Chief Operating Officer and other senior leaders. You will work across an exceptionally diverse set of teams - from Product Management and Data Engineering to Billing, Marketing, and Account Teams serving as the connective tissue that keeps this fast-moving program running accurately and efficiently.

WHAT YOU'LL DO

You will own the customer-facing consumption program at Box globally. As the owner, you will:

• Monitor daily customer consumption, overage trends, and program activity, identifying accounts that require action and driving unresolved issues to closure.
• Coordinate and execute operational actions including exception handling, managing customer controls, advising on account-specific treatments, and providing validated data for periodic customer reporting and billing.
• Serve as the first-line subject matter expert for consumption billing questions from Account Teams and GTM stakeholders, providing timely guidance on program mechanics, alerts, and commercial considerations.
• Work with Business Analytics and Product teams to investigate new usage patterns and new reporting capabilities, translating business requirements into clear, actionable requests for analysts and data specialists.
• Review product updates and policy changes to assess operational impact, and contribute to internal playbooks, FAQs, and customer-facing guidance.
• Act as the cross-functional orchestrator across work-streams converting ambiguous problems into clear decisions, owners, and action plans — while maintaining an integrated view of dependencies across product, billing, analytics, marketing, and customer communications.
• Lead the expansion of consumption billing to new products at Box

WHO YOU ARE

You love building from scratch and leaving your mark. You are someone who excitedly brings structure to chaos, with the ability to connect disparate dots and discern signal from noise. You are incredibly detail oriented with a “GSD” mindset, while always keeping the big picture in mind. Where others see problems, you see solutions. You always put the customer in the center of your decision making. If this sounds like you, you also likely have the following experience:

• You have 4+ years of experience in management consulting, program management, operations, or a cross-functional business role, ideally within a consulting firm, SaaS or technology company.
• You have a strong understanding of SaaS business models and familiarity with consumption-based or usage-based pricing, including AI-driven products.
• You have clearly demonstrated quantitative analysis experience, comfortably bring able to perform moderate analyses’ and interpreting data prepared by others
• You communicate clearly and concisely in both written and verbal form, with the ability to simplify complex policies, workflows, and commercial terms for diverse audiences.
• You have strong attention to detail when handling customer-specific terms, exceptions, alerts, and operational actions.

Box lives its values, with community and in-person collaboration being a core part of our culture. Boxers are expected to work from their assigned office a minimum of 3 days per week. Your Recruiter will share more about how we work and company culture during the hiring process.

EQUAL OPPORTUNITY

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability, and any other protected ground of discrimination under applicable human rights legislation. Box strives to respect the dignity and ‎‎independence of people with disabilities and is committed to giving them the same ‎‎opportunity to succeed as all other employees. Inclusiveness is core to our culture at Box, and we strive to ensure you get the most from your interview experience.

Box makes reasonable accommodations for applicants with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process, please complete this form . Reasonable accommodations may include scheduling adjustments, document dictation and beyond.

Notice to applicants in Los Angeles: Box, Inc and its related branches will consider for employment, qualified applicants with criminal histories in a manner consistent with the Los Angeles Fair Chance Ordinance. The Fair Chance Ordinance is provided here . 

Notice to applicants in San Francisco: Box, Inc and its related branches will consider for employment, qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance. The Fair Chance Ordinance is provided here . 

For details on how we protect your information when you apply, please see our Personnel Privacy Notice. If you are a California-resident, please read our California Applicant & Candidate Privacy Notice here .

NOTICE OF USE OF AI 

At Box, we believe in the power of AI to improve the recruiting process while keeping people at the heart of every decision. For more information on the use of AI in our hiring process, please visit our webpage here .

Box is committed to fair and equitable compensation practices. Actual base salary (or OTE if commissionable role) is dependent upon factors such as: knowledge, skill level, experience, and work location. This role is also eligible for equity and benefits. For more information, check out our benefits and perks .    In accordance with OFCCP compliance, here is the Pay Transparency Provision .  San Francisco Pay Range$125,500—$157,000 USD Box is committed to fair and equitable compensation practices. Actual base salary (or OTE if commissionable role) is dependent upon factors such as: knowledge, skill level, experience, and work location. This role is also eligible for equity and benefits. For more information, check out our benefits and perks .    In accordance with OFCCP compliance, here is the <