IT Technical Program Manager - Product Support

The Role

The Technical Program Manager is responsible for leading and managing technical programs that enhance the efficiency and effectiveness of our customer support operations. You will collaborate closely with cross-functional teams including engineering, services, and support to drive initiatives that improve our support processes, tools, and customer experience.

What You'll Do

• Lead and manage technical support programs, helping to organize and track work via sprints
• Manage sprint goals and timelines, balancing scope, resources and priorities to ensure timely product delivery
• Facilitate requirement gathering and lead user story creation
• Perform release management and create process to improve cross-team communication and visibility of upcoming releases
• Collaborate with cross-functional teams to drive projects and enhancements
• Effectively manage and balance the team’s workload comprised of conflicting priorities across day-to-day enhancement requests, defects, and projects
• Learn how to use the supported software product(s) and see the product's capabilities as well as gaps in supporting business needs
• Learn about the supported department’s business and workflows and efficiently apply that knowledge to software solutions
• Provide regular reports and insights to senior management and the support teams to communicate progress and blockers
• Identify opportunities for process improvements within supported teams and own follow-up where needed
• Implement best practices to optimize efficiency, responsiveness, and overall customer satisfaction
• Participate in technical reviews and approve changes to ensure deliverables meet expectations
• Facilitate CAPA resolution and ensure SOP’s are maintained and followed
• Engage with the vendor customer success teams to be informed about product updates and new releases and how they impact internal processes and support enablement

Requirements

Nice to Have

Perks & Benefits

Compensation