US - Technical Program Manager

Position: US - Technical Program Manager 3 - US1
Job:
Technical Program Manager
Duration: 6 Months
Location:
Vancouver, WA [Onsite]

Job Description:
Support Readiness Project / Program Manager. Applies advanced subject matter knowledge to solve complex business issues and is regarded as a subject matter expert. Frequently contributes to the development of new ideas and methods. Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors. Leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives.

Acts as an expert providing direction and guidance to process improvements and establishing policies. Frequently represents the organization to external customers/clients. Exercises significant independent judgment within broadly defined policies and practices to determine best method for accomplishing work and achieving objectives.

Responsibilities
Lead and oversee the delivery of large, complex customer-facing programs across single or multiple regions, managing high-risk initiatives with intricate legal, commercial, and operational considerations.
Establish and operationalize new customer support channels, including both onshore and offshore models.
Design and continuously improve the end-to-end support experience for customers and support agents (L1 and L2).
Define, implement, and monitor support KPIs across the full customer lifecycle, including both presales and post-sales support.
Drive alignment across cross-functional stakeholders to ensure consistent support processes, ownership, and escalation paths.
Partner with engineering, product, and operations teams to ensure support readiness and smooth handoffs.
Support the evaluation and enablement of support tools and platforms, where applicable, to improve efficiency, visibility, and scalability.
Apply program/project management best practices to support initiatives, including planning, execution, risk management, and reporting.
Leverage technical support experience (software, solutions, and/or services) to inform support strategy, troubleshooting frameworks, and customer resolution paths.

Classification Guidance
The sections below help differentiate between levels to enable consistency.

Education and Experience Required
Four-year or Graduate Degree in Computer Science, Information Systems, Engineering, or any other related discipline or commensurate work experience or demonstrated competence.
Typically has 7-10 years of work experience, preferably in project management, Services business units, global projects, or a related field.
Customer Support experience, knowledge about support frameworks, tools, processes, and regional engagements.

Preferred Certifications
Project Management Professional (PMP) Certification