About the job
As a Sr. Technical Program Manager, you will own the roadmap that makes this vision real. Operating at the intersection of Engineering, Science, and Product, you will architect AI-Native capabilities that continuously learn, predict, and optimize. You will lead cross-functional partners to deploy end-to-end orchestration solutions that redefine our global network.
Responsibilities
Lead end-to-end delivery of AI-enabled forecasting and capacity optimization initiatives that proactively anticipate customer needs and network demand.
Partner with Engineering, Science, and Product teams to architect and scale systems capable of processing millions of global customer interactions with low latency.
Manage the transition from legacy to future-state: Maintain business continuity of current forecasting and capacity planning functions while building and migrating to next-generation AI-native capabilities.
Influence without authority: Build strategic relationships across Customer Service teams to align senior leadership on high-stakes network design decisions.
Navigate ambiguity and mitigate risk: Proactively identify technical dependencies and organizational bottlenecks, developing robust mitigation strategies to maintain high-velocity delivery.
Define and scale program mechanisms: Drive accountability through clear ownership and establish rigorous audit mechanisms to ensure consistent execution against strategic objectives.
Qualifications
Minimum
5+ years of technical product or program management experience
7+ years of working directly with engineering teams experience
3+ years of software development experience
5+ years of technical program management working directly with software engineering teams experience
Experience managing programs across cross functional teams, building processes and coordinating release schedules
Preferred
5+ years of project management disciplines including scope, schedule, budget, quality, along with risk and critical path management experience
Experience managing projects across cross functional teams, building sustainable processes and coordinating release schedules
Experience defining KPI's/SLA's used to drive multi-million dollar businesses and reporting to senior leadership
Experience working with Data & AI related technologies, including, but not limited to, AI/ML, GenAI, Analytics, Database, and/or Storage
Master's degree in engineering, statistics, computer science, operations research, business analytics, information systems or equivalent
Experience in customer service operations, contact center planning, or workforce management
Experience with AI/ML technologies including forecasting models, optimization algorithms, or GenAI applications