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About talentedge
Talentedge is a leading technology-driven customer experience company that powers the world’s most trusted customer service ecosystems. With a presence in over 50 countries and support for 25 languages, talentedge delivers seamless, data‑rich, and AI‑powered solutions that enable customer service agents (CSAs) to resolve issues faster, with higher satisfaction, and in the customer’s preferred channel. Our mission is to create the most human‑centric service experience by blending cutting‑edge engineering, advanced analytics, and a culture of continuous improvement. As a global leader, talentedge is committed to innovation, diversity, and empowering teams to build products that matter.
Why Join talentedge?
At talentedge, you’ll be part of a high‑impact, cross‑disciplinary team that shapes the future of customer service. You’ll work alongside data scientists, security experts, distributed systems engineers, and product leaders to design and deliver solutions that touch millions of customers every day. Our environment encourages experimentation, rapid iteration, and a bias toward action. We celebrate curiosity, ownership, and the relentless pursuit of excellence. If you thrive in a fast‑paced, global setting and want to make a tangible difference at scale, talentedge is the place for you.
Role Overview
As a Principal Technical Program Manager (TPM), you will own and drive large, cross‑functional programs that support talentedge’s Customer Service Operations worldwide. You will translate strategic objectives into executable plans, coordinate resources across engineering, product, operations, and data teams, and ensure timely delivery of high‑impact initiatives. Your influence will shape the direction of talentedge’s customer service platform, driving efficiency, reliability, and innovation across all contact channels—phone, email, chat, and emerging digital touchpoints.
Key Responsibilities
- Program Ownership: Lead end‑to‑end delivery of multi‑team initiatives, from concept through launch, ensuring alignment with talentedge’s strategic roadmap.
- Strategic Planning: Define and execute 3‑year technology roadmaps, identify growth opportunities, and translate business goals into clear, actionable technical specifications.
- Cross‑Functional Leadership: Facilitate collaboration among engineering, product, data science, security, and operations teams; manage dependencies, resolve conflicts, and maintain momentum.
- Risk & Issue Management: Anticipate bottlenecks, develop mitigation plans, and make trade‑offs that balance business value with technical feasibility.
- Stakeholder Communication: Own executive‑level reporting, present progress to senior leaders (SVP/VP), and translate complex technical details into business‑centric insights.
- Process Improvement: Champion scalable project management practices, release cadences, and continuous improvement initiatives that enhance delivery efficiency.
- Technical Problem Solving: Serve as a trusted advisor on architecture and design decisions, ensuring solutions meet performance, security, and scalability requirements.
- Talent Development: Mentor junior TPMs and cross‑functional team members, fostering a culture of learning and high performance.
Essential Qualifications
- 12+ years of experience leading engineering teams or managing large technical programs.
- 7+ years of proven technical product or program management experience in a complex, global environment.
- 5+ years of hands‑on software development, with a deep understanding of distributed systems and cloud architectures.
- Demonstrated success in coordinating release schedules across multiple cross‑functional teams.
- Strong analytical skills, with the ability to translate data insights into actionable program decisions.
- Excellent negotiation, influence, and stakeholder management abilities.
- Proven track record of delivering high‑impact initiatives on time and within scope.
Preferred Qualifications
- 8+ years of hands‑on experience managing complex technology projects with global reach.
- Experience building sustainable processes for program governance, risk management, and quality assurance.
- Background in AI/ML product development or experience leading data‑driven product teams.
- Familiarity with customer service platforms, CRM systems, or contact center technologies.
- Experience working in a high‑growth, fast‑moving startup or scale‑up environment.
Required Skills & Competencies
- Strategic Vision: Ability to see the big picture and translate it into detailed, actionable plans.
- Technical Acumen: Deep understanding of software engineering principles, cloud services, and data pipelines.
- Leadership & Influence: Proven ability to lead without authority, inspire teams, and drive consensus.
- Communication: Clear, concise, and persuasive communication across all levels, from engineers to executives.
- Problem‑Solving: Creative thinker who can navigate ambiguity and deliver practical solutions.
- Project Management: Expertise in Agile, Scrum, or Kanban frameworks; strong command of project planning tools.
- Collaboration: Comfortable working with diverse, geographically distributed teams.
- Adaptability: Thrives in a dynamic environment with shifting priorities and rapid change.
Career Growth & Learning Opportunities
At talentedge, your career trajectory is shaped by the impact you deliver. As a Principal TPM, you will have the opportunity to transition into senior leadership roles such as Director of Program Management, VP of Engineering, or Chief Product Officer. We invest heavily in professional development through mentorship programs, leadership workshops, and access to industry conferences. You’ll also have the chance to work on cross‑company initiatives, expanding your influence beyond customer service into broader talentedge product lines.
Work Environment & Culture
Talentedge fosters a culture of inclusion, curiosity, and ownership. Our teams collaborate across time zones, share knowledge freely, and celebrate both individual and collective successes. We value work‑life balance, offering flexible schedules and remote work options where feasible. Our open‑door policy encourages transparent communication, and we regularly host hackathons, innovation challenges, and community outreach events to keep the spirit of creativity alive.
Compensation & Benefits
While specific compensation varies by location and experience, talentedge offers a competitive total rewards package that includes:
- Base salary commensurate with market rates and role responsibilities.
- Performance‑based bonuses and equity options to share in talentedge’s growth.
- Comprehensive health, dental, and vision coverage for employees and eligible dependents.
- Generous paid time off (PTO), parental leave, and flexible work arrangements.
- 401(k) retirement plan with company match.
- Professional development stipend and tuition reimbursement.
- Wellness programs, on‑site fitness centers, and mental health resources.
- Employee referral bonuses and community volunteer opportunities.
How to Apply
If you are passionate about shaping the future of customer service at a global scale and meet the qualifications above, we encourage you to apply. Submit your resume and a brief cover letter outlining why you’re excited about this role and how your experience aligns with talentedge’s mission. We look forward to exploring how you can contribute to our journey of delivering the most customer‑centric service experience worldwide.
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