Lead Technical Program Manager

This is a fully remote position, open to applicants in California, +9 more states.

📋 Description

• Assist in the integration of Support & Digital Experience planning and program execution with corporate planning standards to eliminate lag in planning across the organization.

• Collaborate with stakeholders from Support, Product, Engineering, IT, Finance, and Operations to define, sequence, and implement high-priority programs with established ownership, decision points, dependencies, and success metrics.

• Maintain a comprehensive program-level overview of assigned initiatives to provide leadership with timely and reliable insights into scope, progress, risks, decisions, and business outcomes.

• Oversee the full execution of intricate, cross-functional Support & Digital Experience programs, ensuring workstreams remain aligned with the agreed scope, delivery timelines, and technical dependencies.

• Enhance and apply program management standards, ensuring that business requirements, stakeholder commitments, success metrics, and guidelines are well-defined, documented, and actively managed.

• Manage integrated schedules, dependency maps, risk registers, decision logs, and escalation procedures for assigned programs to proactively identify and resolve obstacles.

• Create reusable program frameworks, templates, and playbooks for specific initiative types to minimize setup time and enhance consistency across future programs.

• Facilitate program retrospectives and operational reviews to capture lessons learned, identify reusable practices, and enhance the quality, speed, and predictability of execution.

• Develop and maintain program health dashboards, reporting views, and metrics that provide stakeholders with actionable insights into execution status and key result progress.

• Mentor and nurture less experienced program managers by sharing frameworks, reviewing program plans, and exemplifying strong program management practices.

• Conduct efficient operating cadences for assigned programs, including team forums, leadership reviews, risk assessments, and launch readiness evaluations.

• Lead through influence rather than direct authority, fostering alignment and accountability across teams with competing priorities and no direct reporting relationships.

• Contribute to monthly and quarterly business review materials by synthesizing program status, risks, and future priorities into concise, leadership-ready summaries.

• Represent assigned Support & Digital Experience programs in cross-functional planning and execution forums to ensure that operational impacts are understood and addressed.

• Spearhead defined transformation initiatives that enhance support systems, customer self-service, technical support engineer workflows, and operational execution maturity.

• Utilize organizational change management principles to promote the adoption of new systems, processes, and working methods across impacted teams.

• Anticipate industry disruptions driven by AI, leveraging AI trends to enhance functional strategy and achieve long-term operational excellence.

• Collaborate with AI, automation, product, engineering, and operations teams to identify and execute practical opportunities to minimize repetitive manual tasks, enhance precision, and increase self-service effectiveness.

• Apply lean and continuous improvement principles to assigned programs, aiding teams in eliminating waste, clarifying ownership, and improving handoffs.

• Use internal data, stakeholder feedback, customer pain points, and industry practices to recommend enhancements, shape program priorities, and support investment decisions.

⛳️ Requirements

• 12+ years of experience in technical program management, support operations, professional services, product operations, or engineering program management, with at least 5 years leading cross-functional technical programs.

• Bachelor's degree in Computer Science, Engineering, Information Systems, or a related technical field (or an equivalent combination of technical degree and experience).

• Proven experience managing programs with multiple workstreams, cross-functional dependencies, and stakeholder engagement.

• Familiarity with SaaS platforms, data flows, integrations, APIs, internal tools, customer support systems, and automation workflows.

• Proficient with program and portfolio management tools including Jira, Confluence, Asana, Smartsheet, or ServiceNow PPM.

• Experience in synthesizing program details into narratives, status updates, and decision-making paths for leadership audiences.

• Demonstrated ability to build program health dashboards, define success metrics, and utilize data for risk management.

• Skilled in developing business cases or investment justifications, including articulating expected ROI and resource requirements.

🏝️ Benefits

• Paid Time Off: accrued time off along with paid company holidays based on region.

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

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

• Retirement Plans: selection of retirement and pension programs with potential employer contributions.

• Learning and Development: access to coaching, online courses, and education reimbursement options.

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