Senior Technical Program Manager

What you’ll be doing 

• Gain a very deep understanding of agent and business processes with the intention of identifying automation and RPA opportunities.
• Help define the strategy behind long-term agent tooling and work with technical and non-technical stakeholders to align on and execute that strategy
• Collaborate with Program stakeholders to monitor the agent and customer impact of your efforts
• Lead UAT for your launches and develop ongoing quality monitoring for your solutions.
• Maintain awareness of industry trends and evolving technologies to ensure your solutions are focused on delivering the best experiences possible
• Contribute to OKR development via data analysis and goal setting in order to achieve business objectives
• Develop metrics and KPIs to measure the effectiveness of the agent systems, making data-driven decisions to enhance performance and customer satisfaction
• Serve as the point of contact for all matters related to the agent tooling strategy, providing expert guidance and support.
• Team up with external & internal stakeholders (engineering, product, analytics, customer experience, etc) to develop business requirements and define success criteria
• Manage requirements documentation, milestone mapping, prioritization, and program communication
• Create thorough functional specs, project / release plans, and roadmaps
• Monitor program status, identify issues / risks, succinctly communicate issues, and proactively collaborate to ensure timely resolution

What we look for in you 

• 7+ years of program management experience at a technology company and/or in a technical capacity
• 3+ years of similar experience working with Customer Support organizations
• Experience working with and an understanding of basic concepts for ML and/or LLMs
• Experience working with Customer Support tools (IVRs, chatbots, CRMs, etc)
• Strong understanding of customer experience principles and how technology can enhance customer satisfaction
• Experience building strategy and roadmaps (both technical and programmatic) with clear success criteria
• Ability to communicate with technical and non-technical stakeholders in order to drive alignment
• Exceptional communication and leadership skills, with the ability to influence and drive consensus across diverse stakeholder groups
• Ability to leverage data to inform critical decisions and make recommendations
• Prior experience working with global teams/stakeholders across a wide range of timezones
• Proficiency in software development concepts as well as SQL