Technical Program Manager – remote

Job Description

The Technical Program Manager in this direct hire role 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.

Location : Remote EST time zone

Responsibilities

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

Bachelor’s degree in Information Systems, Business Administration, or related field or equivalent work experience

Minimum of 7 years of experience in technical program management or project management, preferably in a customer support or operations environment. Experience with support tools and technologies is highly desirable.

Understanding of application lifecycle management (ALM)

Strong Business Analysis and Project Management skills

Proven track record in program management, execution, change management, release management and cross-functional stakeholder management.

Experience with agile methodologies and sprint planning

High proficiency in verbal and written communication. Solid presentation skills are desired.

Enterprise software or high-tech industry experience is a plus.

Strong attention to detail, goal oriented. Must be able to effectively manage multiple activities and / or projects concurrently.

A relentless drive and a customer-first mentality are essential.

Versatility, flexibility, and a willingness to work within constantly changing priorities

Commitment to excellence in delivery of customer service.

Comfortable in working with personnel at all levels of the organization.

Reference :  1043780

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every qualification. At Revel IT, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role, but your experience doesn’t align perfectly with every qualification in the description, we encourage you to apply anyway. You might be the right candidate for this or our other open roles!

Revel IT is an Equal Opportunity Employer. Revel IT does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.

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Job ID : 1043780