NEW JOB OPENING
TECHNICAL PROGRAM MANAGER
IN San Diego, CA, USA!

Required Skills:

• Strong Program Management team leadership experience, including 7 or more years leading multiple complex software-as-a-service (SaaS) development or customer success support projects

• Excellent influencing skills with a demonstrated ability to work in a matrix environment and build strong partnerships across global organizations

• Outstanding communication skills appropriate for executive-level audiences, including strong presentation skills and compelling storytelling abilities

• Good understanding of the latest tools and technologies that apply AI to real-world applications; ability to discern when AI is the right solution vs traditional logic

• Demonstrated ability to collaborate with engineering teams using Kanban, Agile, and Scrum development methodologies

• Advanced JIRA user (specifically for bug tracking and triage workflows) and knowledge of other collaboration tools such as Slack, Confluence, and Google Docs



Job Description:

• This position will work as a Technical Program Manager in the Virtual Expert Platform (VEP) team based in San Diego, CA



Key Responsibilities:

• Support Model & Triage

• Manage a high-volume tech support model, serving as the primary point of contact for triaging incoming requests

• Guide the applicability of AI within the tech support model to solve customer problems through a deep understanding of the value and limitations of AI technologies

• Partner with business and technical capability teams across multiple geographies to drive ownership of issues and ensure accountability

• Provide clear visibility into ongoing bug resolutions, tracking progress from identification through to closure

• Identify emerging patterns within the triage process to propose and manage new technical programs that address root causes



Program

• Develop a program structure and drive a program operating rhythm to bring together complex, cross-organizational teams for bug resolution and system improvements

• Drive creation of program roadmaps and execution plans across all phases of planning, development, and production readiness for new initiatives originating from the support model

• Collaborate with key stakeholders in executive teams, product management, and engineering to effectively drive towards program outcomes

• Quickly and effectively identify and clarify critical issues and dependencies that need action and drive them through to closure

• Communicate results clearly and in actionable form, effectively balancing business needs versus technical constraints

• Communicate progress across the organization and at all levels, including program status, risks, dependencies, and change management



General

• Thrive in establishing order and clarity amongst the ambiguity and chaos of high-volume incoming requests

• Work well with others when conflicts arise, with the ability to influence others to work towards desired outcomes

• Anticipate, recognize, and work through resistance or setbacks independently

• **Only those lawfully authorized to work in the designated country associated with the position will be considered.**

• **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.**