Technical Program Manager

Job Summary

To support the Knowledge Systems team, the full-time Technical Program Manager will manage technical programs that enhance customer self-service, internal support knowledge, and AI-assisted discovery while collaborating with cross-functional teams to deliver scalable solutions.

Key responsibilities

• Own and improve systems, tooling, and workflows related to customer self-service and AI-assisted support
• Drive cross-functional alignment to translate complex knowledge taxonomies into technical specifications and execution plans
• Lead planning and delivery of initiatives focused on workflow automation and knowledge system modernization

Required qualifications

• 5+ years of experience in technical program management or operational program leadership
• Deep familiarity with modern information retrieval architectures and content management systems
• Strong systems thinking and operational judgment with a focus on customer impact and business performance
• Experience in translating operational strategy into technical requirements and tooling investments
• Proven ability to lead multi-team initiatives with clear accountability and measurable outcomes