Technical Systems Program Manager, User Operations

Responsibilities

• Own and drive CRM systems initiatives across Support.
• Partner with senior business stakeholders and engineering teams to identify operational pain points, define scalable solutions, evaluate technical tradeoffs, and execute across Salesforce and adjacent platforms.
• Align cross-functional stakeholders across Revenue Operations, Support Delivery, Risk, Engineering, Data, Legal, and Enterprise Platform teams while driving prioritization and execution.
• Operationalize AI-native workflows by defining and building scalable automation, orchestration, agentic workflows, and human-in-the-loop processes with cross-functional teams.

Requirements

• 8+ years of experience driving high-impact technical programs in program management, technical program management, or an adjacent role.
• Strong understanding of CRM workflows, customer systems supporting user operations, or support organizations.
• Experience working across CRM systems, routing engines, and adjacent systems.
• Proven ability to drive complex cross-functional initiatives from discovery and stakeholder alignment through execution and operationalization.
• Strong technical fluency across APIs, integrations, event-driven architectures, enterprise SaaS ecosystems, and Salesforce platform capabilities.
• Experience partnering closely with Engineering, Revenue Operations, Security, and Enterprise Platform teams.
• Experience operating within SOX/SOC 2-controlled environments, with a strong understanding of SDLC, QA, release management, and operational governance.
• Strong written and verbal communication skills, including the ability to communicate priorities, tradeoffs, risks, and execution plans clearly.

Nice to Have

• Ability to independently reason through technical system design, integration dependencies, and operational tradeoffs alongside engineering teams.
• Experience working within AI-native, high-growth, or highly ambiguous operating environments.
• Exposure to global support operations.
• Ability to operate iteratively while maintaining a bias toward scalability, governance, and long-term maintainability.

Compensation

• Annual salary: $216,000-$240,000.
• Relocation assistance is available if needed.
• Hybrid schedule, Monday through Wednesday in office.