Principal Technical Program Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the delivery strategy for a primary product area.

• Identify and map dependencies among engineering, deployment, and customer teams.

• Organize milestones, monitor the critical path, and ensure teams adhere to deadlines.

• Facilitate technical design reviews to completion with the engineering team.

• Analyze APIs, webhooks, event flows, data contracts, permissions, reliability, and observability.

• Address integration failures, environmental challenges, data access issues, third-party dependencies, and inter-team conflicts.

• Escalate issues with actionable recommendations.

• Establish readiness criteria and launch gates in collaboration with Product and engineering.

• Manage rollout plans, phased deployments, rollback strategies, and go/no-go decisions.

• Create feedback mechanisms for agentic workflows.

• Direct task outcomes, transcripts, exceptions, and user feedback into triage processes.

• Ensure defects are resolved in alignment with the Product's quality standards.

• Utilize SQL and telemetry to monitor delivery health, adoption rates, and regressions.

• Generate reports based on data analysis.

• Oversee status communications with leadership and customers.

• Highlight risks early, providing options and recommendations.

• Contribute to reusable delivery frameworks, templates, and operational practices.

• Relay field feedback to Product.

• Collaborate across engineering, Deployment Strategists, and customer teams within live enterprise deployments.

⛳️ Requirements

• 8+ years of experience in technical program management, delivery leadership, or software engineering, with a focus on enterprise or platform releases.

• Strong hands-on technical background.

• Proficient in independently writing and reading SQL.

• Familiarity with JSON and APIs.

• Knowledge of webhooks and event-driven integrations.

• Capability to inspect code when necessary and create or modify lightweight prototypes.

• Relevant experience with Python, JavaScript/TypeScript, Node.js, or similar tools.

• Proven track record of driving programs from design review through production, emphasizing reliability, data quality, security, and latency.

• Experience in deploying AI or ML systems into production environments.

• Understanding of evaluation, guardrails, and human-in-the-loop design in the delivery context.

• Expertise in dependency management, risk tracking, and escalation processes.

• Comfort in working directly with customer technical teams and business operators.

• Outstanding written and verbal communication skills.

• A high-ownership, low-ego approach to work.

• Must be based in the United States.

• Professional proficiency in English required.

• Preferred: experience with agentic AI products, LLM evaluation, or production systems that integrate automation with human review.

• Preferred: experience in delivering configurable, multi-tenant platforms or intricate enterprise integrations.

• Preferred: domain expertise in customer service operations, contact-center technology, or high-volume business-process operations.

• Preferred: experience in supporting customer deployments, technical integrations, or forward-deployed roles.

• Preferred: knowledge of secure SDLC practices aligned with SOC 2 Type II or similar standards.

• Preferred: background as a founder, part of an early team, or with a top-tier consultancy.

🏝️ Benefits

• Remote work opportunity within the United States.

• Occasional travel to customer locations may be necessary.

• Commitment to equal employment opportunities and protections against discrimination.