Director, Technical Program Management

Cloudflare•San Francisco, CA

22h

About The Position

At Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the world’s largest networks that powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare all have web traffic routed through its intelligent global network, which gets smarter with every request. As a result, they see significant improvement in performance and a decrease in spam and other attacks. Cloudflare was named to Entrepreneur Magazine’s Top Company Cultures list and ranked among the World’s Most Innovative Companies by Fast Company. We realize people do not fit into neat boxes. We are looking for curious and empathetic individuals who are committed to developing themselves and learning new skills, and we are ready to help you do that. We cannot complete our mission without building a diverse and inclusive team. We hire the best people based on an evaluation of their potential and support them throughout their time at Cloudflare. Come join us! Available Locations: Austin, TX or Lisbon, Portugal or London, UK About the Team: Technical Program Managers at Cloudflare are part of the Technical Program Management Office (PMO). We are data-driven, technical, process improvement experts who enjoy bringing people together to form an amazing team, and driving them towards successful delivery. We are passionate about technical program management and are the hubs bringing all of our departments. What You'll Do: Cloudflare is looking for a dynamic and passionate leader to join our Technical Program Management Office (PMO). This role will mainly support initiatives related to the Customer Support organization, with potential to take on additional, cross-departmental portfolio of programs. The ideal candidate will partner with the regional Customer Support leadership to define, scope, and measure strategic programs that will have a direct impact on the success of the Customer Support and other business impacting initiatives. They will be responsible for leading all major programs for their area, with emphasis on tooling, process improvement, customer satisfaction, and delivery quality. The ideal candidate thrives in the gray. You are a master of context switching, capable of pivoting instantly from high-level strategic planning to urgent tactical problem-solving. You are process and data-driven, enjoy bringing people together to form an amazing team, and driving them towards successful delivery. You must also be an expert negotiator, comfortable in a fast-paced environment, and willing to pivot quickly as business needs change. You are passionate about technical program management and growing next generation leaders in this field.

Requirements

7–10+ years in Support Strategy, Technical Program Management, Business Operations, or Strategic Program Management roles in fast-paced B2B SaaS or enterprise tech companies, with at least 5+ years managing people
7 - 10 years experience working with engineering or other technical teams, managing technical roadmaps and prioritizing against competing initiatives
Track record of supporting global or large-scale Support organizations with strategy, program execution and leading cross functional initiatives
Deep knowledge of Salesforce, BI Tools (Tableau, Power BI), Jira and Confluence
Operational mindset with a strategic outlook — able to both zoom in and out
Exceptional written and verbal communication; can simplify complexity into clear business narratives
Comfortable navigating ambiguity and setting direction in evolving environments. Ability to thrive and be flexible in a fast-paced environment
Experience supporting global teams and rolling out programs and change management
Familiarity with Cloudflare Product sets or networking/security/cloud infrastructure domains

Responsibilities

Manage and mentor a team of Technical Program Managers (TPMs), fostering a culture of high performance and continuous improvement
Collaborate with Customer Support leadership to define the strategic direction, vision, and roadmap of programs for their organization, acting as a trusted advisor to help navigate evolving business needs.
Masterfully manage competing priorities and context switch seamlessly between projects, ensuring the team focuses on the most critical initiatives even as requirements change.
Identify bottlenecks, areas for improvement and develop proposals that provide recommendations to drive change
Turn recommendations into strategic initiatives to streamline operations and enhance productivity across multiple organizations
Work with the AI PM to implement AI-powered automation and copilot solutions and AI-driven self-service for customers to solve their own product issues
Ensure your team of TPMs follows the standard SDLC for Support Tooling, adhering to a consistent approach to requirements gathering, UAT, and deployment across the TPM team
Work alongside Customer Support Regional leaders to design, align on, and deploy process change for global consistency in delivery, with a focus on customer satisfaction
Define, monitor, and report on program impact, including key success metrics and KPI improvement
Comfortable managing a team that spans multiple geographies and disciplines, and building out responsibilities