Technical Program Manager

About the role

The Technical Program Manager at ComputerCare serves as the primary operational liaison for assigned strategic customer programs. They ensure seamless communication, cross-functional alignment, and operational excellence across ComputerCare and customer organizations. This role coordinates execution across Operations, Customer Success, Sales, and customer stakeholders while driving process improvements, influencing key performance indicators, and ensuring service level commitments are consistently achieved.

Responsibilities

• Serve as the primary operational owner and point of contact for assigned strategic customer programs, ensuring successful execution and a high-quality customer experience.
• Cook up cross-functional initiatives between Operations, Customer Success, Sales, Leadership, customer stakeholders, and external partners to achieve program objectives.
• Build trusted customer relationships through proactive communication, business reviews, and effective management of operational priorities, risks, and escalations.
• Partner with Operations leadership to improve service delivery, achieve SLAs and KPIs, and remove operational barriers through process improvements.
• Develop, standardize, and optimize operational workflows, SOPs, governance processes, and automation initiatives to improve efficiency and scalability.
• Monitor program performance through operational metrics and reporting, providing actionable insights and recommendations to internal leadership and customers.
• Prepare and present recurring dashboards, business reviews, and operational updates highlighting performance, improvement initiatives, and program health.
• Support customer implementations, service expansions, operational transitions, and strategic initiatives while minimizing disruption to ongoing operations.
• Collaborate across multiple sites to ensure consistent execution, standardized processes, and alignment with customer expectations.
• Perform other duties and strategic projects as assigned.

Requirements

• Bachelor's degree in Business, Operations, Supply Chain, Project Management, Engineering, or a related field (or equivalent combination of education and experience).
• 3+ years of experience in Program Management, Project Management, Operations, Customer Success, Account Management, or a related operational leadership role.
• Demonstrated ability to lead cross-functional initiatives, manage multiple priorities, and influence stakeholders without direct authority.
• Strong analytical, organizational, communication, and problem-solving skills, with experience developing executive-level reporting, dashboards, and KPI scorecards.
• Proficiency with Microsoft Office Suite (particularly Excel) and experience with business systems such as Jira, Zendesk, NetSuite, Salesforce, Oomnitza, or similar platforms.
• Experience supporting enterprise customer programs, managed services, logistics, supply chain, or technology operations is preferred.
• Leverage Lean, Six Sigma, PMP, CAPM, or similar professional certifications to enhance your skill set.

Qualifications

• Passionate about technology and taking pride in solving real problems.
• Able to work in a fast-paced environment and adapt to changing priorities.
• Willingness to travel occasionally to support customer implementations and service expansions.
• Ability to build strong relationships with customers and internal teams.

Skills

• Project Management
• Customer Relationship Management
• Operational Excellence
• Process Improvement
• Communication and Collaboration
• Problem Solving

Benefits

• Comprehensive Medical, Dental, and Vision plans
• 401(k) with employer match
• Life Insurance, HSA & FSA options
• Employee Assistance Program (EAP)
• Adoption Assistance
• Free Coursera Professional Certifications
• Generous vacation & sick time, plus paid time off to give back to your community
• Annual bonus potential of up to 20%, based on individual performance and company milestones