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About careerforge
Careerforge is a leading global technology company that transforms the way people interact with digital services. With a mission to deliver the most customer‑centric experience across every touchpoint, careerforge leverages cutting‑edge engineering, data science, and machine learning to empower its customer service teams worldwide. Our culture is built on curiosity, collaboration, and a relentless focus on impact. If you thrive in a fast‑moving, data‑driven environment and want to shape the future of customer support, careerforge is the place for you.
Position Overview
We are seeking an experienced Principal Technical Program Manager to lead large, cross‑functional initiatives that drive the evolution of careerforge’s Customer Service (CS) operations. In this role, you will own the end‑to‑end delivery of complex, multi‑team programs that span engineering, data science, security, and operations. Your strategic vision, technical acumen, and leadership will ensure that CS teams can resolve customer issues faster, more efficiently, and in the most preferred way of interaction.
Key Responsibilities
- Program Ownership: Own the full lifecycle of high‑impact programs, from concept through launch and continuous improvement. Define scope, deliverables, timelines, and success metrics.
- Cross‑Functional Leadership: Partner with engineering, product, data science, security, and operations leaders to align priorities, resolve dependencies, and maintain momentum across multiple teams.
- Strategic Planning: Develop and execute 3‑year technology roadmaps that enhance delivery efficiency, reduce cycle times, and elevate the CS experience.
- Risk & Issue Management: Identify potential bottlenecks early, craft mitigation plans, and make data‑driven trade‑offs that balance business needs with technical constraints.
- Technical Problem Solving: Serve as the go‑to technical advisor for complex challenges. Facilitate consensus and drive innovative solutions that keep projects on track.
- Architecture & Design Influence: Work closely with product and engineering teams to shape system architecture, ensuring scalability, reliability, and security.
- Stakeholder Communication: Own executive‑level reporting, including status updates, risk dashboards, and impact analyses for senior leadership (SVP/VP level).
- Process Improvement: Champion best practices in program management, release coordination, and continuous delivery to elevate organizational efficiency.
- Mentorship & Team Development: Coach junior TPMs and cross‑functional team members, fostering a culture of learning and high performance.
Essential Qualifications
- 12+ years of experience working directly with engineering teams in a technology organization.
- 7+ years of proven technical product or program management experience, leading large, complex initiatives.
- 5+ years of hands‑on software development experience, enabling deep technical empathy.
- Demonstrated success managing programs across cross‑functional teams, building processes, and coordinating release schedules.
- Strong analytical skills with the ability to translate data into actionable insights.
- Excellent communication and negotiation skills, capable of influencing stakeholders at all levels.
- Proven track record of delivering high‑quality solutions on time and within budget.
Preferred Qualifications
- 8+ years of hands‑on experience managing complex technology projects, including distributed systems and large‑scale data pipelines.
- Experience leading initiatives that span multiple business units or geographic regions.
- Background in customer service operations or experience working with CS teams.
- Familiarity with machine learning, AI, or advanced analytics applied to customer experience.
- Knowledge of security best practices and compliance frameworks relevant to customer data.
Key Skills & Competencies
- Strategic Thinking & Visionary Leadership
- Program & Project Management (Agile, Scrum, Kanban)
- Technical Architecture & System Design
- Data‑Driven Decision Making
- Risk Management & Mitigation
- Stakeholder Engagement & Influence
- Change Management & Process Improvement
- Mentoring & Team Development
Career Growth & Learning Opportunities
At careerforge, your growth is a priority. As a Principal TPM, you will:
- Lead high‑visibility initiatives that shape the future of customer service technology.
- Collaborate with senior leaders across the organization, gaining exposure to strategic decision‑making.
- Participate in executive‑level forums, presenting program outcomes and influencing company direction.
- Access to continuous learning resources, including internal tech talks, external conferences, and advanced training programs.
- Opportunities to transition into senior leadership roles such as Director of Program Management, VP of Customer Experience, or Chief Technology Officer.
Work Environment & Culture at careerforge
Careerforge thrives on a culture of innovation, inclusivity, and accountability. We celebrate diverse perspectives and encourage every team member to bring fresh ideas to the table. Our environment is:
- Fast‑paced and data‑driven, with a focus on measurable impact.
- Collaborative, with cross‑functional teams working together to solve complex problems.
- Transparent, where open communication and feedback are valued.
- Supportive, offering mentorship, coaching, and career development resources.
- Flexible, with options for remote work, flexible hours, and a healthy work‑life balance.
Compensation & Benefits
While specific figures vary by location and experience, careerforge offers a competitive total compensation package that includes:
- Base salary commensurate with market rates and your experience.
- Performance‑based bonuses and equity opportunities.
- Comprehensive health, dental, and vision coverage for you and your eligible family.
- Generous paid time off (PTO) and flexible vacation policies.
- Parental leave options for new parents.
- 401(k) retirement plan with company match.
- Wellness programs, including mental health resources and fitness stipends.
- Professional development budget and tuition reimbursement.
- Employee assistance programs and support for work‑life balance.
Why Join careerforge?
If you are passionate about building technology that transforms customer interactions, enjoy leading complex, cross‑functional programs, and want to make a global impact, careerforge offers the platform to do so. You will work alongside some of the brightest minds in the industry, tackle challenging problems, and see the direct impact of your work on millions of customers worldwide.
Ready to Apply?
We welcome candidates from all backgrounds who bring unique perspectives and a passion for customer service excellence. If you’re ready to lead transformative initiatives and drive the future of careerforge’s CS operations, we encourage you to apply today. Join us in creating the most customer‑centric experience on the planet.
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