Sr. Technical Program Manager, Fleet Technology Health, Global Fleet and Product

Key job responsibilities

• Monitor overall fleet technology system health and performance across the last mile network; leverage fleet telemetry, monitoring dashboards, and data analytics to proactively detect degradation, systemic issues, and trending failures before they impact operations
• Serve as the primary technical escalation point when complex system or installation issues arise, impacting device availability or vehicle safety compliance
• Identify systemic failure patterns across the deployed device fleet and develop programmatic solutions to address root causes — including specification updates, installation standard changes, and supplier quality feedback
• Lead root cause analysis (RCA) and problem management for recurring or high-severity incidents; drive corrective and preventive action programs to ensure systemic issues are resolved at the root cause level
• Update and maintain standard operating procedures, troubleshooting guides, and escalation paths for fleet technology products (e.g., telematics, camera systems)
• Consolidate voice-of-the-customer (VOC) feedback from partners to identify and drive improvements to training, procedures, tooling, and product features
• Collaborate with hardware suppliers and installation contractors to address quality issues, validate corrective actions, and improve device reliability
• Represent the field support and operational reliability perspective in product design reviews, feature launches, and program milestone reviews; partner with product and engineering teams to translate field operational needs into product requirements and long-term improvements
• Support new product and feature launches by developing onboarding documentation, coordinating with installation teams, and ensuring readiness of support processes
• Produce regular reports on device health, installation compliance, fleet-wide reliability trends, and system performance for operational and leadership stakeholders
• Drive cross-functional alignment across product, engineering, supply chain quality, installation partners, and operational stakeholders

Basic Qualifications

• 5+ years of technical product or program management experience
• Bachelor's degree in engineering, computer science or equivalent
• Experience communicating across technical and non-technical audiences, including executive level stakeholders or clients
• Strong problem-solving and analytical skills with experience in root cause analysis methodologies (e.g., 5-Why, 8D, Fishbone, FMEA)
• Knowledge and/or working experience with relational databases and data analysis tools

Preferred Qualifications

• Master's degree in Computer Science, Engineering, Mathematics, or a related field
• Experience with Continuous Improvement and Six Sigma methodologies
• Knowledge of AWS services
• Experience with fleet-wide reliability metrics, KPI development, and reporting to senior leadership
• Experience working with hardware suppliers on quality management and corrective actions
• Familiarity with predictive analytics or telemetry-based monitoring systems