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About hirevault and the Future of Customer Service
Welcome to hirevault, a global leader in customer experience technology that powers the most trusted and scalable customer service operations worldwide. Our mission is to empower customer service agents (CSAs) with cutting‑edge tools, data insights, and intelligent automation so they can resolve issues faster, with higher accuracy, and in the customer’s preferred channel. By blending advanced machine learning, secure distributed systems, and user‑centric design, hirevault is redefining what it means to deliver world‑class service at scale.
Why Join the hirevault Contact Handling Experience (CHEX) Team?
The CHEX team sits at the heart of hirevault’s customer service ecosystem. We are a diverse, cross‑disciplinary group of builders, researchers, and engineers who collaborate to create the next generation of contact‑handling tools. Our work spans 52 countries and 25 languages, covering every contact method—phone, email, chat, and emerging channels. If you thrive in a fast‑moving, data‑driven environment and want to see the direct impact of your work on millions of customers, this is the place for you.
Role Overview
As a Principal Technical Program Manager (TPM) at hirevault, you will lead large, cross‑functional programs that drive the evolution of our customer service operations. Your influence will shape the architecture of our core systems, the cadence of our releases, and the strategic direction of our technology roadmap. You will own the end‑to‑end lifecycle of complex initiatives, from concept through delivery, ensuring alignment with hirevault’s business goals and technical standards.
Key Responsibilities
- Program Ownership – Own end‑to‑end delivery of high‑impact, cross‑functional projects, including resource planning, risk management, and stakeholder communication.
- Strategic Leadership – Define and execute strategic technical initiatives that improve delivery efficiency, scalability, and quality across hirevault’s global customer service network.
- Hands‑On Execution – Drive the day‑to‑day execution of critical tech initiatives, collaborating closely with engineering, product, and operations teams to translate requirements into actionable plans.
- Technical Problem Solving – Act as the go‑to technical problem solver, identifying innovative solutions to project bottlenecks and facilitating consensus among diverse stakeholders.
- Decision Making & Trade‑Offs – Make informed decisions that balance business objectives with technical constraints, ensuring timely delivery without compromising quality.
- Architecture & Design Influence – Partner with senior engineering leaders to shape product architecture, design patterns, and best practices that support long‑term scalability.
- Communication & Reporting – Own clear, concise communication of program status, risks, and outcomes to senior leadership, including SVP/VP level stakeholders.
- Process Improvement – Continuously refine program management processes, release cadences, and cross‑team collaboration mechanisms to increase efficiency.
Essential Qualifications
- 12+ years of experience leading engineering teams or managing large‑scale technical programs.
- 7+ years of proven experience in technical product or program management, with a track record of delivering complex, cross‑functional initiatives.
- 5+ years of hands‑on software development experience, enabling deep technical credibility.
- Demonstrated ability to manage programs across multiple functional teams, build robust processes, and coordinate release schedules.
- Strong analytical skills, with the ability to break down complex problems into manageable components.
- Excellent negotiation, influence, and stakeholder management skills.
- Experience with large‑scale distributed systems, data‑driven decision making, and machine learning pipelines is highly desirable.
Preferred Qualifications
- 8+ years of hands‑on experience managing complex technology projects, including end‑to‑end delivery.
- Track record of building sustainable processes that scale across global teams.
- Experience in a high‑growth, customer‑centric organization with a focus on security, compliance, and operational excellence.
- Familiarity with cloud platforms (AWS, Azure, GCP) and modern DevOps practices.
Key Skills & Competencies
- Strategic thinking and execution at scale.
- Exceptional communication—both written and verbal—across technical and non‑technical audiences.
- Data‑driven decision making and performance measurement.
- Strong leadership presence and ability to inspire cross‑functional teams.
- Proficiency in project management tools (Jira, Confluence, Azure DevOps, etc.).
- Deep understanding of software development life cycles, release engineering, and quality assurance.
- Commitment to continuous learning and staying abreast of industry trends.
Career Growth & Learning Opportunities
At hirevault, your career trajectory is designed to be as dynamic as the technology you build. As a Principal TPM, you will have the chance to:
- Lead cross‑regional initiatives that shape hirevault’s global strategy.
- Mentor junior TPMs and engineering managers, fostering a culture of growth and excellence.
- Participate in executive‑level strategy sessions, influencing hirevault’s product roadmap.
- Access to internal learning programs, certifications, and industry conferences.
- Opportunity to transition into senior leadership roles—VP of Program Management, Chief Product Officer, or Head of Customer Experience.
Work Environment & Culture
Hirevault is built on a foundation of inclusion, curiosity, and relentless customer focus. Our culture encourages:
- Collaboration across disciplines—engineering, data science, product, security, and operations.
- Experimentation and rapid iteration, supported by a robust feedback loop.
- Transparent decision making, with data and evidence at the core.
- Work‑life balance, with flexible schedules and remote‑first options.
- Commitment to diversity, equity, and inclusion, ensuring every voice is heard.
Compensation, Perks & Benefits
While specific figures vary by location and experience, hirevault offers a competitive total compensation package that includes:
- Base salary range: $159,300 – $275,300 per year, adjusted for market and role seniority.
- Equity and sign‑on bonuses, aligned with hirevault’s growth and performance.
- Comprehensive medical, dental, and vision coverage for you and your eligible family.
- Generous paid time off (PTO) and flexible vacation policies.
- 401(k) plan with company match to help you build long‑term wealth.
- Parental and maternity leave options that support new parents.
- Continuous learning stipend, conference travel, and professional development resources.
- Employee wellness programs, including mental health support and fitness benefits.
How to Apply
If you are passionate about building world‑class customer service technology and want to make a global impact, we encourage you to apply. Submit your application through hirevault’s career portal, and let’s explore how your expertise can help shape the future of customer experience.
Join hirevault Today
At hirevault, we believe that the best solutions come from diverse minds working together. Whether you bring a background in engineering, product, or operations, your unique perspective will help us continue to innovate and deliver exceptional service to customers around the world. Apply now and become a key driver of hirevault’s next chapter in customer service excellence.
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