About The Position
The Customer Success Center of Excellence (CS COE) is seeking a Principal Program Manager – Tech with strong technical acumen to serve as the operational backbone for the organization. This role manages execution-oriented initiatives that span multiple teams while maintaining deep technical understanding of our services to effectively coordinate across stakeholders including (e.g., account teams, GTM specialists, service teams) and resolve blockers. This is a highly operational role that requires technical fluency to communicate effectively across multiple stakeholder teams about customer success tooling the Customer Success Intelligence team is building, engage with account teams, GTM specialist teams, and service teams without requiring translation from other team members. The Principal Program Manager - Tech will manage cross-team initiatives between CS COE teams, orchestrate QBRs, coordinate with stakeholder teams to resolve blockers, and serve as a force multiplier to CS COE leadership. This person will be embedded in the highest-stakes moments of the business, from annual planning cycles to executive forums, and will play a decisive role in ensuring the CS COE operates with clarity, discipline, and momentum at scale. The ideal candidate is an operator with exceptional judgment, a strong sense of ownership, and bias for action who anticipates needs, connects dots across the organization, and acts decisively in ambiguous situations. This person must be technically fluent, an executive-level communicator, discreet with sensitive information, and capable of managing multiple competing priorities in a fast-paced, high-growth environment. The role requires meticulous execution while never losing sight of the strategic picture.
Requirements
- Bachelor's degree in Computer Science, Engineering, a related technical field or equivalent
- 7+ years of experience in program management, business operations, or strategy roles in fast-paced, large-scale organizations
- Technical understanding sufficient to communicate effectively with stakeholder teams about product-related issues and blockers without requiring translation
- Strong written communication skills, including experience writing executive-level documents such as QBRs
- Experience supporting or advising senior leaders
Nice To Haves
- 7+ years of technical program management experience
- Previous experience in a Product/Technical Business Operations, or Technical Program Manager role
- Experience working directly with customer-facing technical teams in cloud computing, AWS services, or SaaS products
- Experience owning or contributing to annual planning processes and running operational cadences such as QBRs or MBRs
- Experience managing headcount in a large, matrixed organization
- Experience planning and executing events, offsites, or summits
- Experience managing budgets and working cross-functionally with Finance teams, with expertise in Excel for data analysis and business reporting
Responsibilities
- Serve as the operating arm for the CS COE, managing cross-team initiatives that span organizational boundaries and require coordination across CS COE and stakeholder teams
- Coordinate with stakeholder teams to identify and resolve blockers (incl. technical blockers), leveraging technical understanding to communicate effectively about technical issues without requiring translation
- Own the development and writing of Quarterly Business Reviews (QBRs) for the CS COE, synthesizing business performance data and organizational health metrics into strategic narratives, and serve as quality control lead for all planning and strategy documents, ensuring consistency in messaging and alignment with organizational priorities
- Own the process for development of operational planning documents for the CS COE, driving the end-to-end creation and editing process for these critical planning cycles
- Participate in executive forums, synthesizing complex discussions into key decisions, actionable insights, and decision frameworks that drive organizational alignment
- Serve as the organizational lead for headcount tracking, maintaining real-time visibility into staffing and partnering with Finance, HR, and Recruiting
- Manage the CS COE budget, maintaining full visibility into actuals, forecasts, and variances, and own Travel & Expense management
- Architect and manage the annual summit and events calendar, lead meeting planning, and partner with communications to support speaking engagements and award applications
- Build and leverage strategic relationships with peer business operations teams, Finance, HR, Recruiting, and other support functions to drive outcomes requiring cross-organizational coordination
- Proactively identify operational barriers and broker solutions between competing interests across organizational silos
- Influence senior leaders and drive consensus on contentious issues, removing barriers and accelerating execution on the organization's highest-priority objectives
Benefits
- health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
