Technical Program Manager

Job: Technical Program Manager 3

Duration: 6 Months

Location: Vancouver, WA

Pay Rate: $50.00 - 59.00/hr. W2

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 Requir

• 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