Product Manager
This role drives meaningful organizational impact by modernizing how the support function plans, executes, and measures complex initiatives while improving visibility into cross-functional risks and dependencies.
What You'll Do
As a Lead Technical Program Manager within the Global Customer Support & Digital Experience organization, you will own the end-to-end program management discipline for a defined portfolio of high-impact programs, translating department priorities into structured plans, integrated schedules, and measurable outcomes. This role drives meaningful organizational impact by modernizing how the support function plans, executes, and measures complex initiatives while improving visibility into cross-functional risks and dependencies. You will serve as a high-leverage delivery leader who brings structure to ambiguity, aligns cross-functional teams, and elevates the delivery capability of every team you partner with.
This position is an individual contributor role reporting to the Director, Technical Program Manager.
Responsibility
Support the integration of Support & Digital Experience planning and program execution with corporate planning standards to eliminate planning lag across the organization
Partner with Support, Product, Engineering, IT, Finance, and Operations stakeholders to scope, sequence, and execute high-priority programs with clear ownership, decision points, dependencies, and success measures
Maintain an integrated program-level view for assigned initiatives to provide leadership with reliable and on-time visibility into scope, progress, risks, decisions, and business outcomes
Drive the end-to-end execution of complex, cross-functional Support & Digital Experience programs, ensuring that workstreams stay aligned to agreed scope, delivery timelines, and technical dependencies
Apply and improve program management standards, ensuring that business requirements, stakeholder commitments, success measures, and guardrails are clearly defined, documented, and actively managed
Own integrated schedules, dependency maps, risk registers, decision logs, and escalation paths for assigned programs to proactively surface and resolve blockers
Design reusable program frameworks, templates, and playbooks for assigned initiative types that reduce setup time and improve consistency across future programs
Lead program retrospectives and operational reviews that capture lessons learned, identify reusable practices, and improve the quality, speed, and predictability of execution
Build and maintain program health dashboards, reporting views, and metrics that give stakeholders actionable visibility into execution status and KR progress
Mentor and develop less experienced program managers by sharing frameworks, reviewing program plans, and modeling strong program management practices
Run effective operating cadences for assigned programs, including working team forums, leadership reviews, risk reviews, and launch readiness checkpoints
Posted July 27, 2026