Operations Technical Program Manager, Customer Success

Job Description
The Global Program Management and Infrastructure team ensures the smooth and efficient running of the Customer Success organization on a daily basis. With offices in the US, Canada, Japan, Ireland, Australia, Poland, Taiwan, and Guatemala, we improve both qualities of output and cost efficiency of the global organization, while also ensuring the timely execution of essential strategic projects for the growing Customer Success team. As an Operations Technical Program Manager, you'll work cross-functionally — with other Customer Success teams, with systems and engineering teams, and beyond — to build toward the global vision of CS. You will report to a Technical Program Management Lead.
Specifically, you will:
Become an expert on our business processes and technology platforms; propose and implement improvements through automation and redesign. You are the point of contact that defines and relays requirements between Customer Success and our technology teams.
Create technical product requirements, ensuring our systems and technology teams know exactly how to design their solutions to fit the needs of the growing global Customer Success team.
You'll make sure that roadmaps — on both sides — are prioritized appropriately, and that all teams are aligned on product requirements
Use your understanding of software development processes to identify dependencies, "long poles," "blockers," and execution risks and develop mitigation strategies.
Communicate developments, updates, project health, and problems, and manage expectations of all stakeholders – both technical and non-technical.
Develop deep, mutually-beneficial working relationships with different partners and stakeholders, including internal product & engineering teams.
Work with our technology teams and hold them accountable for the smooth running of our entire tools ecosystem.
Align large cross-team projects by guiding annual and quarterly planning processes.
Support seamless change management for each infrastructure/system change affecting the global team – ensuring no detail is left out and all impacts are accounted for.