Senior Technical Program Manager

Scribd•San Francisco, CA

14d

About The Position

Scribd, Inc. is seeking a Senior Technical Program Manager to own program strategy and execution across its Customer Operations and Brand Marketing pillars. The role connects these teams with the broader organization and drives programs that improve the customer support experience, reflect customer feedback across the company, and evolve operational models and team structures for Premium support. For Brand Marketing, the Senior TPM connects brand strategy with product strategy and execution. The role develops processes, workflows, and tools so the brands’ personality and identity are reflected in products, releases, campaigns, and ongoing communications. It also contributes to shared cross-company initiatives such as yearly planning. The Senior TPM leads complex cross-functional programs, manages roadmaps and timelines, identifies risks and mitigations, proposes success metrics, and improves how teams work. The role uses AI and lightweight tools to reduce coordination overhead and build more effective workflows. Success requires strong collaboration with customer experience, marketing, creative, product, and engineering teams; independent judgment; customer-first decision-making; and the ability to lead through ambiguity. Scribd Flex supports employee choice of workstyle and location, with occasional in-person attendance required for all employees.

Requirements

At least 5 years of experience in program management, operations, or an equivalent role at a technology company.
Track record of operating independently, leading through ambiguity, and navigating complex organizational dynamics.
Structured approach to work and sound judgment about when to add or remove process to reduce overhead and increase velocity.
Experience partnering closely with customer operations, marketing, or brand teams and connecting their work to product and engineering teams.
Understanding of the value of great customer support to a brand and sufficient brand knowledge to work effectively with marketers.
Experience working with customer support teams, or knowledge of their workflows sufficient to partner effectively with them.
Customer-first decision-making and judgment in weighing customer impact against efficiency.
Experience rolling out operational changes, such as processes and tools, to a frontline team.
Strong familiarity with software development, including working with product and engineering teams from roadmapping through delivery.
Experience working directly with product managers, engineers, marketers, and other subject matter experts.
Hands-on experience using AI at work, a clear perspective on how it changes program management, and evidence of adjusting work practices accordingly.
Experience using data to identify problems and communicate solutions.
Ability to work and partner successfully across multiple organizational functions.
Excellent communication and interpersonal skills.
Exceptional attention to detail and ability to understand and articulate the big picture.
Distinctive problem-solving and analytical skills.

Nice To Haves

Program management experience at a company where customer support is central to the brand.
Firsthand exposure to how excellent customer support works, even without direct experience in a support role.
Experience running or helping run brand campaigns.
Previous experience in a brand or marketing role.
Experience designing AI workflows that help Customer Operations or Brand Marketing teams, including workflows that improve daily work or provide foundational capabilities.

Responsibilities

Own program strategy and execution across Customer Operations and Brand Marketing, connecting these pillars with their partner teams.
Partner with Customer Operations leadership to prioritize projects based on customer impact and team capacity, and defer or decline lower-priority work.
Connect marketing and product teams by designing processes, workflows, and tools that incorporate brand into product releases, experiences, messaging, and communications.
Build trust and align stakeholders across customer experience, marketing, engineering, executives, and other teams.
Develop program plans that connect day-to-day execution to strategic goals and guide decision-making.
Lead multiple complex cross-functional programs and create scalable frameworks to track work and communicate progress.
Plan around the capacity of frontline Customer Operations contributors and provide structure and support for their work.
Manage program delivery timelines, proactively identify risks, and develop mitigation strategies involving workflows, communication, or resource allocation.
Propose and monitor success metrics for programs and identify when those metrics are at risk.
Use AI and lightweight tools to reduce coordination overhead and improve manual or repetitive processes.
Drive process improvements at team and cross-team levels to help the organization deliver at greater scale.
Contribute to shared TPM initiatives, including yearly planning, and take a leadership role in shaping them.
Collaborate with teammates, share effective practices, and coach other TPM team members.

Benefits

Competitive equity ownership.
Comprehensive health, dental, and vision coverage.
Mental health support and disability coverage.
Generous paid time off, including vacation, sick time, holidays, winter break, volunteer time, and sabbaticals.
Paid parental leave and family support benefits.
Retirement matching.
Learning and development programs and professional growth opportunities.
Wellness and home office stipends.
Complimentary access to the Scribd, Inc. suite of products.
Enterprise access to leading AI tools.
Scribd Flex flexible work model.