Join our dynamic team as a Sr. Technical Program Manager, where you'll play a pivotal role in enhancing customer experience through strategic issue management and cross-functional collaboration.

Responsibilities

• Lead the team in managing customer issues, ensuring effective prioritization and resolution.
• Collaborate closely with engineering, product, and operations teams to identify root causes and drive improvements in processes.
• Develop and implement team processes to streamline operations and improve communication.
• Provide consistent updates to stakeholders and customers on issue status and resolutions.
• Mentor team members, fostering a culture of continuous improvement and customer-focused service.

Skills

• Proven experience in program or delivery management with a focus on successful project execution.
• Strong leadership skills in operational and agile environments.
• Expertise in conducting root cause analysis and managing issues effectively.
• Excellent communication and stakeholder management skills across functions.
• Experience in technical collaboration within engineering teams.

Preferred Skills

• Background in customer experience, order management, or repair operations.
• Familiarity with issue tracking tools like Jira or ServiceNow.
• Proven ability to design and implement processes and operational frameworks.
• Comfort with data-driven decision-making using dashboards and metrics.
• Experience in complex retail, technology, or service environments.

At Horizontal Talent, we embrace diversity, equity, and inclusion as integral components of our company culture, where every team member is valued and encouraged to contribute their unique perspectives.

Horizontal facilitates valuable and productive conversations between you and potential employers. We can assist you in growing your career by partnering you with employers that offer challenging assignments. For those that join the team, we offer competitive compensation and benefits including medical, dental, vision, and retirement. Check out all we have to offer and how you can become part of the Horizontal Talent Team. The pay range for this role is $42 - $80 per hour. This is not a guarantee of compensation, as final offer amount may vary based on factors including but not limited to experience and geographic location.