Senior Technical Program Manager

About the role

Collaborates with management and stakeholders to align priorities and goals using technical know-how in a fundamental engineering area or technical domain. Manages technical programs and moderately complex, cross-organizational initiatives impacting products and business.

Responsibilities

• Technical Management and Execution
  • Leverages technical knowledge to identify risks, manage scope, estimate program timelines, request feasibility, testing requirements, and determine appropriate resources.
  • Actively supports product or service delivery and ensures they meet applicable third-party, security, export, and accessibility compliance requirements.
  • Participates in rapid response to security escalations, identifying risks and appropriate mitigation strategies and supporting the optimal proposed path to resolution.
  • Forecasts program demands and resourcing to identify risks and ensure that goals are achievable.
  • Contributes to the development and implementation of process improvements to improve the reliability of products or services.
  • Utilizes technical knowledge to identify, track, and manage program dependencies and risks.
  • Supports rapid response to escalations, coordinating within the team and communicating to senior team members to assess risk, determine mitigation strategies, and execute the optimal proposed path to resolution.
  • Analyzes requirements and provides input on program strategy development.
  • Helps refine and update delivery standards and guidelines.
  • Identifies and quantifies opportunities for process automations and advocates for prioritization.
  • Participates in incident management initiatives, as applicable.
• Program Oversight
  • Assists in aligning priorities with customers, service, and stakeholder teams through regular reporting to leadership.
  • Collaborates with cross-functional teams to establish and refine scope and milestones, aligning to the broader program plan and company strategies and goals.
  • Monitors key performance indicators (KPIs) and measurement methods for program performance against established goals (e.g., scope, timelines, deliverable quality).
  • Builds a clear communication strategy of objectives to partners and customers.
  • Manages both technical and non-technical programs and moderately complex, cross-organizational programs impacting products and business.
  • Drives the work of program staff (e.g., development, release management, customer success), identifying and mitigating barriers, including risks and issues in workflows and technical support.
  • Ensures collection and maintenance of program documentation (e.g., status reports, program plans) and identifies risks and issues.
  • Ensures attention to detail in program management, from thorough planning to execution and reporting.
  • Fosters communication across teams.
  • Identifies and addresses operational challenges that impact team adherence to service level agreements (SLAs) and productivity targets.
  • Participates in forecasting program demands, funding, and resourcing.
  • Deploys change management for programs, such as priority, scope, scheduling, or requirement changes.
  • Manages moderately complex issues, bottlenecks, and risks within the scope of work, escalating when necessary.
  • Assesses costs, benefits, and return on investment (ROI), informing decision-making and risk mitigation strategies.
  • Manages critical issues, making trade-offs between business needs and technical constraints.
  • Collaborates across teams to remove blockers for the program and leverage technical and resource options to ensure successful solution delivery and adoption.
• Process Efficiency
  • Contributes to and initiates improvements to programs, driving the implementation of industry best practices and moderately complex process improvements.
  • Organizes and documents program objectives, workflows, responsibilities, and accountability while implementing cross-functional solutions to address business problems.
  • Collaborates with management to develop and refine processes and procedures.
  • Adapts and applies continuous improvement methods within programs, identifying insights within assigned workstreams to support generating recommendations that deliver operational efficiencies.
  • Advances business-critical improvements to the solution's availability and reliability.
  • Iterates processes based on feedback and KPIs, analyzing results through retrospectives.
  • Defines requirements and configurations of existing and new development tools, where applicable.
• Collaboration and Program Leadership
  • Leads discussions within the immediate team to align priorities and facilitate collaboration on program goals.
  • Works on small-scale process improvements, analyzing existing processes and proposing refinements to enhance team efficiency.
  • Communicates program updates, risks, and opportunities within the team and related stakeholders to facilitate decision-making.
  • Engages with stakeholders within and outside the team, collecting input to support program execution.
  • Participates in leading programs to enhance organizational efficiency.
  • Leverages technical expertise to guide cross-functional teams.
  • Drives change across the team.
  • Ensures that the program team and other stakeholders are aligned with the program goals and motivated, identifying and addressing conflicts and issues.
• Data and Analysis
  • Collaborates with development teams to enhance reports, dashboards, forecasts, tools, and models.
  • Contributes to the utilization of data to solve problems impacting the success of the program(s), including adherence to SLAs.
  • Conducts analysis on a small number of data sources with minimal complexity, which may include competitive analysis, trend analysis, and KPI analysis, to drive data-informed decisions to support the program goals, presenting findings with immediate team stakeholders.
• Stakeholder Engagement
  • Facilitates collaboration with or between stakeholders teams by ensuring smooth communication and program tracking.
  • Collaborates with internal and external stakeholders to monitor progress toward program goals.
  • Identifies and documents stakeholder needs and works cross-functionally to implement solutions that enhance satisfaction.
  • Assesses risks to customer satisfaction and evaluates mitigation efforts, providing solutions to the immediate team to ensure alignment on resolving these risks.
  • Helps coordinate team priorities and ensure coverage to effectively respond to immediate customer needs.
• Core Responsibilities
  • Planning & Execution: Independently manages work, monitoring timelines and deliverables to ensure projects or initiatives stay on track and meet requirements. Proactively prioritizes work and adapts to resource or timeline shifts, suggesting adjustments to maintain project efficiency.
  • Collaboration & Partnership: Collaborates across teams to align on expectations and achieve shared objectives. Builds and maintains a comprehensive understanding of business, stakeholder, and/or customer needs to build and support effective partnerships. Actively listens to diverse perspectives and asks questions to ensure understanding of others.
  • Problem Solving: Independently identifies and addresses standard and non-standard issues in accordance with standard practices, escalating more complex issues as appropriate. Analyzes data and/or information from multiple sources to troubleshoot standard and non-standard errors. Contributes to knowledge sharing and best practices.
  • Continuous Learning: Embraces continuous learning by actively seeking to build knowledge and new skills and/or tools and staying current with industry trends and best practices. Seeks out and leverages feedback and training to improve skills. Contributes to a culture of continuous learning and knowledge sharing with team members.
  • Continuous Improvement: Develops ideas and recommends updates to increase the efficiency and effectiveness of processes, protocols, and workflows within a team. Seeks input from team members on alternative approaches and methods for improving work.

Qualifications

Certain U.S. based or U.S. customer or client-facing roles may be required to comply with applicable requirements, such as immunization/occupational health mandates, and/or drug testing requirements.

Pay

Hiring range in USD from: $83,000 - $166,100 per year. May be eligible for bonus and equity.

Benefits

• Medical, dental, and vision insurance, including expert medical opinion
• Short term disability and long term disability
• Life insurance and AD&D
• Supplemental life insurance (Employee/Spouse/Child)
• Health care and dependent care Flexible Spending Accounts
• Pre-tax commuter and parking benefits
• 401(k) Savings and Investment Plan with company match
• Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
• 11 paid holidays
• Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
• Paid parental leave
• Adoption assistance
• Employee Stock Purchase Plan
• Financial planning and group legal
• Voluntary benefits including auto, homeowner and pet insurance