Technical Program Manager, CX Tooling

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

📋 Description

• Take ownership of and prioritize the customer experience (CX) technology roadmap encompassing ticketing, CRM, AI automation, and integrations, determining what gets developed and when.

• Configure, assess, and continually enhance Decagon AI agents to boost automated resolution rates and minimize manual interventions.

• Convert operational challenges faced by CX teams into well-defined, actionable requirements for the Engineering team, ensuring those specifications are followed through to completion.

• Lead the deployment of tools from inception to launch, collaborating with Engineering, Operations, and vendors to maintain project timelines.

• Collaborate with product Engineering on integrations crucial for CX, including API connections, webhooks, and data flows between various systems.

• Oversee daily administration of CX platforms, managing access controls, configuration updates, and change management across the entire stack.

• Manage relationships and contracts with vendors for CX software, including renewals, escalations, and assessments of new tools.

⛳️ Requirements

• A minimum of 4 years in CX systems, technical program management, or a closely related field.

• Hands-on administrative experience with at least one major support platform such as Zendesk, Salesforce Service Cloud, or Intercom, focusing on configuration rather than just usage.

• Demonstrated experience in deploying AI agents or automation within a support environment, including responsibility for evaluating their effectiveness.

• Proficient in working with APIs, webhooks, and integrations to the extent that you can design solutions and evaluate implementations.

• Strong program management capabilities across multiple simultaneous projects, with a proven history of delivering on schedule while maintaining stakeholder engagement.

• Excellent written and verbal communication skills, capable of addressing both technical and non-technical audiences.

• Experience in developing LLM evaluation frameworks or quality assurance workflows for AI-generated responses (Plus).

• Background in fintech, cryptocurrency, or trading platforms where compliance, speed, and user trust are critical (Plus).

🏝️ Benefits

• Equity

• Unlimited PTO

• Comprehensive Health, Vision, & Dental coverage

• 401k match

• Hardware setup: new MacBook Pro, large display, & accessories