Serve as the connective tissue across engineering, product, and customer success teams: driving clarity, alignment, and accountability on cross-functional programs and initiatives
Lead incident response coordination for production and platform issues — managing communication across teams during active incidents, driving post-incident reviews, and translating learnings into durable process and runbook improvements
Define, document, and continuously mature on-call processes and support escalation workflows; ensure on-call responsibilities are clearly owned, well-documented, and consistently followed
Provide regular, clear status reporting to engineering leadership and business stakeholders — translating technical detail into actionable executive narratives
Identify and manage cross-team dependencies and sequencing risks; maintain a clear picture of program health and communicate it proactively to all relevant stakeholders
Partner with engineering leads to define operational KPIs and OKRs; use metrics to drive decision-making and surface risks early
Drive continuous improvement of SDLC practices, delivery tooling, and operational processes across the organization

3+ years of experience in technical program or project management in a software or platform environment
Experience owning or coordinating incident intake, triage, and response workflows, post-incident reviews, and on-call process documentation
Strong cross-organizational communication and influence skills — with proven experience driving process change and establishing programs, ceremonies, and operational workflows from the ground up
Strong experience with Jira and GSuite required; experience administering and restructuring a Jira instance for engineering teams strongly preferred
Must be a US citizen living within the United States

Technical Program Manager

Key skills