Technical Program Manager, Customer Experience
Core
Lead complex technical programs at the intersection of Customer Experience, Customer Success, Support, Onboarding, Product, Engineering, Data, Revenue Operations and AI to turn CX transformation strategy into scalable technical capabilities.
Role type
Senior Technical Program Manager (Customer Experience)
Builds
Scalable CX technology architecture, integrated customer data flows, AI-enabled self-service and agent capabilities, and automated workflows.
Domain
Fintech / SaaS / Customer Experience
Deliverable
production ML models | product features
Required skills
Technical program management, cross-system integration, software development lifecycle, requirements translation, stakeholder influence, AI program governance, data analysis, UAT coordination, risk management
Preferred skills
Customer Experience or Revenue Operations experience, Gainsight/Zendesk/Salesforce proficiency, churn prediction modeling, conversational AI design, SQL
Technologies
CRM, Customer Success platforms, Support platforms, AI platforms, Data analytics tools
Responsibilities
Lead CX technology programs end-to-end from problem definition to optimization; Partner with CX leadership to define technical roadmap and future-state architecture; Translate customer problems into technical requirements for engineering teams; Drive integration programs connecting CRM, Support, Onboarding, billing, and AI platforms; Support single customer view and improve customer health/risk infrastructure; Drive AI-enabled CX programs for self-service and agent productivity; Automate repetitive CX workflows and reduce technical debt; Lead technical programs with Support, Customer Success, and Onboarding teams; Own UAT coordination and technical program governance for major releases.
Seniority
Senior, hands-on IC
