Staff Technical Program Manager, CX Agent Experience

Responsibilities

• Own the program management framework for Agent Cockpit, including roadmap tracking, intake and prioritization, sprint planning, dependency management, and cross-team delivery execution.
• Drive technical dependency coordination and platform migrations, translating upstream system changes (API deprecations, service integrations, data model changes) into internal delivery plans and engineering asks.
• Lead launch readiness and operational risk management, owning security review coordination, production approvals, testing governance, and escalation when critical-path items stall.
• Partner with Engineering on reliability, observability, and performance programs, including system health metrics, load testing, capacity planning, and backend monitoring to ensure platform stability at scale.
• Manage cross-functional alignment across Engineering, Product, Security, Payments, Compliance Operations, and CX leadership, owning the rolling intake process for partner team requests and communicating prioritization decisions.
• Support agent enablement by maintaining access patterns, JIT flows, role-based access guidance, and operational runbooks for agents, team leads, L&D, and partner engineering teams.

Requirements

• 8+ years of technical program management experience, including leading complex, multi-stakeholder programs in platform or internal-tools environments.
• Proven experience coordinating engineering dependency management and API/interface migrations across teams when upstream platforms change, with the ability to translate technical complexity into clear delivery plans.
• Demonstrated ability to drive security reviews, launch-readiness processes, and operational risk workflows in production environments, including capacity planning, observability, and performance measurement.
• Experience working in regulated or compliance-heavy environments with internal users such as investigators, agents, or operations teams, operating as the sole program leader across highly technical stakeholders.
• Experience applying Agile, Lean, or similar delivery frameworks to real-world execution, with experience managing technical backlogs and writing technical PRDs.
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.