Technical Program Manager, Gen AI Operations Planning

Role Summary

Scale’s Operations Planning Team sits at the intersection of Engagement Management (EM), GenAI Delivery, GTM, and Growth Ops. The Planning TPM reduces friction between customer requirements and delivery by centralizing planning, standardizing reporting, and driving consistent process execution across accounts. As a TPM on Planning you will own program-level planning and systems workstreams that translate demand into reliable production plans, validate staffing, and ensure opportunities move through ingest accurately. This role combines program management, operational rigor, analytics literacy, and strong stakeholder management, with the goal of making account planning predictable, auditable and scalable.

This is a role designed to build deep account knowledge: each Planning TPM will ultimately be assigned to support 1–2 priority accounts to develop the context and relationships required to drive lasting operational improvements and more accurate planning and forecasting.

What you’ll own (key responsibilities)

Demand Forecasting

• Ensure project-level customer demand is captured accurately, consistently and at the right level of granularity.
• Own day-to-day monitoring and execution of Production Plan and Opportunity Forecast; act quickly on demand changes.
• Partner with Supply Ops to review the Production Plan weekly (PP, TCD, historical productive hours) and drive forecasting accuracy and adjustments.
• Surface forecast risks and coordinate tactical interventions through the Ops Planning leads.

Staffing & Resource Planning

• Create/validate staffing requests and communicate staffing changes to Delivery teams, STOs and EMs.
• Monitor account-level FTE budgets and employee spend; contribute to cost/benefit analysis of staffing vs. revenue.
• Stress-test staffing scenarios to provide early warnings on headcount risks and to inform hiring / reallocation decisions.
• Validate staffing tracking accuracy weekly; identify and correct discrepancies in project-level staffing data.

Opportunity Forecast & Ingest

• Ensure all revenue-generating opportunities are correctly logged in Opportunity Ingest (Linear) and that scoping is consistent.
• Act as the owner for opportunities as they move through the ingest workflow — expedite translation of demand signals into the forecast (Airtable / PP / OF).
• Run weekly checks to confirm Opportunity Forecast accuracy, and coordinate tactical scoping fixes when needed.

Account Intelligence & Systems Enablement

• Actively participate in core account meetings (ops, finance, GTM, delivery) as the Ops demand operational lead.
• Design, build and maintain scalable planning tools and account-level reporting artifacts (ramp planning sheets, account dashboards, account playbooks).
• Standardize and centralize information flow across customer ops pillars (demand forecasting, staffing, opportunity ingest).
• Drive systems enablement, process documentation (SOPs), and handoffs that reduce manual work and increase reliability.