Senior Technical Program Manager, Customer Support Technology

About the role

We are seeking an experienced Senior Technical Program Manager to drive the planning, coordination, and execution of cross-functional initiatives within our client’s group. This role will partner closely with technical teams and business stakeholders to create structure around complex work, maintain alignment across teams, proactively manage risks and dependencies, and ensure successful delivery from planning through launch and closeout. This team will provide augmented support for the product team responsible for all channels of communication that our client’s end customers use to reach out to for support.

Responsibilities

• Create and maintain comprehensive project plans, schedules, milestones, and delivery timelines.
• Establish and clarify roles, responsibilities, ownership, and program governance.
• Track and manage cross-team dependencies, risks, issues, assumptions, and key decisions.
• Coordinate execution across technical teams, business partners, and other stakeholders.
• Monitor progress against schedule, scope, cost, quality, and agreed-upon objectives.
• Manage scope changes through a clear and disciplined change-control process.
• Facilitate recurring status meetings, working sessions, and stakeholder reviews.
• Provide concise, actionable status reporting to program stakeholders and leadership.
• Identify and escalate blockers, risks, and delivery concerns early, driving issues through resolution.
• Ensure deliverables meet established quality standards and acceptance criteria.
• Manage launch readiness, handoff, documentation, and project closure activities.
• Capture lessons learned and ensure outstanding actions are documented, assigned, and followed through to completion.

Required Knowledge, Skills, And Abilities

• 8+ years of strong experience managing complex, cross-functional technology programs or projects.
• Demonstrated ability to build structure and operating rhythm around ambiguous or evolving initiatives.
• Comfortable partnering with engineering, product, and business teams and understanding technical workflows and dependencies.
• Strong project planning, RAID management, governance, and status-reporting skills.
• Able to drive accountability and execution across teams without direct authority.
• Excellent written and verbal communication skills, including concise executive-level reporting.
• Proactive approach to identifying risks, resolving blockers, and maintaining momentum.
• Strong attention to detail while maintaining visibility into broader program objectives.
• Experience with Microsoft tools and environments is a plus.
• Background in the Customer Support technology space, preferably creation of Support Agents, or Customer Support Experience flows is preferred.

Pay

US: $159,000 - $176,800 (USD) + bonus programs + benefits.