CBTS is seeking a Technical Program Manager to oversee global CRM initiatives. The role involves managing project plans, coordinating with various stakeholders, and ensuring alignment and readiness for launches.
Responsibilities:
- Own the centralized intake process for all global CRM requests
- Triage and organize requests based on business impact, technical complexity, regional scope, and compliance risk
- Partner with CRM leadership to establish clear priorities, sequencing, and delivery expectations
- Build and manage end to end project plans for CRM initiatives, including timelines, dependencies, milestones, and launch readiness
- Coordinate across Engineering, Product, MarTech, Data, Legal, CX, and regional stakeholders
- Lead project kickoffs, status reviews, and risk/issue tracking forums
- Proactively identify risks, blockers, and tradeoffs, escalating with clear options and recommendations
- Serve as the primary coordination point between CRM platforms, data pipelines, and engineering teams
- Translate technical constraints and dependencies into clear plans and timelines for non technical stakeholders
- Ensure alignment across environments (UAT, production) and readiness for launch
- Own launch planning, go/no go coordination, and post launch monitoring plans
- Ensure all stakeholders are aligned on scope, timing, and support models
- Drive clean handoffs from launch activities into business as usual (BAU) operations
- Maintain a single source of truth for program timelines, priorities, risks, and decisions
- Deliver concise, executive ready status updates
- Reduce ad hoc inbound noise by establishing clear processes, documentation, and communication cadences
Requirements:
- Enterprise-level program or project management experience
- 5+ years of experience
- Experience in CRM, MarTech, or customer lifecycle platforms
- 5+ years of experience; Braze is the CRM currently used internally
- Demonstrated ability to manage complex, high stakes programs with multiple stakeholders
- 5+ years of experience; Experience communicating with high-level execs and stakeholders
- Proven experience managing cross functional initiatives involving Engineering, Product, and Data teams
- Strong technical fluency with the ability to understand systems, data flows, and platform dependencies
- Excellent communication, organization, and problem solving skills
- Experience supporting subscription, retention, or customer engagement programs
- Experience working in global, multi region environments with localization requirements
- Familiarity working with Legal and Compliance partners on customer facing systems
- Project management tools (Jira, Monday.com, Confluence)
- Braze CRM experience
- BA or other degree