Director, Technical Program Manager

This is a fully remote position, open to applicants in California, +10 more states.

📋 Description

• Oversee cross-functional initiatives that facilitate the digital and platform transformation of the global Support organization.

• Convert support and customer service needs into technical specifications for internal tools, process modifications, and customer-facing support functionalities.

• Manage the deployment lifecycle of autonomous diagnostic agents, predictive support models, and AI-driven workflow automations.

• Align program milestones with organizational KPIs by providing data-driven progress reports and metrics architectures to executive leadership.

• Refine technical planning models, team workflows, and program reporting systems to enhance end-to-end alignment with the company's long-term planning goals.

• Oversee technical program management frameworks and delivery standards within the Support organization to ensure consistent execution across various workstreams.

• Champion operational initiatives that identify transitions from manual processes to automation, aiming to achieve cost-efficiency gains and improve self-service solutions.

• Anticipate industry disruptions driven by AI and utilize technology trends to strengthen functional strategy and long-term operational excellence.

⛳️ Requirements

• A Bachelor's degree in Computer Science, Information Systems, or a related technical discipline.

• A minimum of 12 years of experience in technical program management, engineering leadership, or support operations within a SaaS environment.

• At least 5 years of experience in structural people management or leading cross-functional project teams in a matrixed environment.

• Familiarity with Generative AI architectures, Large Language Models (LLMs), and API configurations.

• Proficient in Jira, Smartsheet, Salesforce, Tableau, or Snowflake systems.

• PMP or CSM certification is preferred.

• Demonstrated experience managing complex project lifecycles from initial scoping through post-launch optimization.

• Proven ability to translate technical engineering parameters into clear operational workflows for customer support.

• A track record of implementing workflow automations that replace manual processes with self-service technical channels.

🏝️ Benefits

• Paid Time Off: earned leave as well as paid company holidays based on the region.

• Paid Parental Leave: take up to six months off with your child following birth, adoption, or foster care placement.

• Full Health Benefits Plans: options for 100% employer-paid and minimum employee contribution health plans from the first day of employment.

• Retirement Plans: options for retirement and pension programs with potential employer contributions.

• Learning and Development: opportunities for coaching, online courses, and education reimbursements.

• Compassionate Care Leave: paid time off following the loss of a loved one and other significant life events.