Role: CX Technical Program Manager

Location: Remote 

Length: 6-12 months

Start : ASAP

Interview: Video

Visa: GC and USC only

What is Needed:

1. Ability to make decisions, know when to escalate, know when to disagree, know when to steer to an alternate solution, etc.
2. Clear thought, good communication skills.
3. People who understand scaled operations. E.g. downstream impact (e.g. contact rate, agent training needs, etc) of the decisions they’re making.
4. People who have experience with launching support experiences (e.g. Help Center, chat bots, voice bots).
5. People who have some knowledge of LLM evaluations (e.g. groundedness/hallucinations/contextual relevance/etc, model tuning, etc).
6. Tactically, Amazon Connect and/or some SQL knowledge are a plus.

What We Look For

• Bachelor’s degree in a relevant field or equivalent experience.
• 7+ years of experience in technical program management, preferably in consumer-facing experiences.
• Strong project management skills, including effort estimation, project planning, and resource management.
• Proven ability to execute and manage multiple projects simultaneously.
• Experience writing technical PRDs, managing backlogs, and prioritizing work items.
• Excellent communication and stakeholder management skills, with experience influencing peers and senior leaders.
• Curiosity and a bias for experimentation and innovation on behalf of customers.
• Strong analytical and problem-solving abilities.
• Familiarity using operations data to inform customer experience decisions.
• Ability to build and maintain strategic partnerships with internal and external stakeholders.
• Passion for delivering a best-in-class customer experience.

Nice to Have

• MBA or advanced degree.
• Experience in crypto, financial services, or high-growth tech companies.
• Lean Six Sigma certification (Green/Black Belt)