Senior Technical Program Manager, Services Tools & Diagnostics

About the role

This role will lead work at the intersection of data, AI-enabled capabilities, and scalable technology delivery. You will work across engineering, product, operations, and business stakeholders to translate complex requirements into practical technology solutions. The position offers the opportunity to influence architecture, execution quality, and the technology capabilities that enable long-term growth within a technology-driven environment.

Responsibilities

• Architect and build technical systems for account health, routing, knowledge retrieval, and workflow automation
• Create AI workflows using the Anthropic Claude API and related tools, connecting systems with Slack and Jira
• Design decision frameworks to balance automated and human system interactions, focusing on error prevention
• Enhance observability and analytics capabilities with robust dashboards and tool integrations
• Contribute to the governance model for CXO, focusing on versioning, evaluation frameworks, and performance measurement
• Instrument technical solutions to measure various performance metrics related to GCS outcomes
• Translate complex system behaviors into easy-to-understand documentation for non-technical stakeholders

Qualifications

• 7+ years of experience in building production software or technical systems, including platform engineering or technical program management
• Proficient in Python and/or TypeScript (Node.js) with REST API integration skills
• Hands-on experience with large language models and AI system development
• Deep understanding of large language models, including reasoning, failure modes, and architectures
• Advanced SQL skills, especially for analytical queries on columnar databases like ClickHouse
• Experience developing dashboards and applications in tools like Grafana, Salesforce, Tableau, and Looker
• Solid familiarity with Git-based version control and best engineering practices

Benefits

• Generous time off policy and wellness leave
• Healthcare options and a retirement savings program
• Remote work flexibility, with occasional travel required for team meetings
• Diverse and inclusive work culture that values varied experiences