Location: New York City, NY
Salary: $100.00 USD Hourly - $120.00 USD Hourly
Description: Our client is currently seeking a Technical Program Manager (III)
Role Overview We are seeking an experienced
Technical Program Manager (TPM) to lead technical request triage, oversee release-cycle tracking, and drive cross-functional capacity alignment across engineering teams. In this role, you will own support escalation workflows, drive active ticket remediation, and manage high-throughput capacity requests while optimizing operational SLAs and cross-team communication.
Key Responsibilities 1. Support Operations Triage & Workflow Management - SLA & Escalation Ownership: Lead first-touch response and triage processes for incoming technical support requests during standard US business hours, enforcing response SLAs and friction-free routing.
- Intelligent Routing & Knowledge Capture: Analyze incoming technical inquiries, build channel history/knowledge bases, and ensure accurate, swift escalation to appropriate Engineering and TPM leads without unnecessary handoffs.
- Support Capacity Oversight: Manage and optimize workflows for an operational volume of 4-5 complex support inquiries per day.
2. Defect Lifecycle & Capacity Program Management - Stagnant Ticket Remediation: Oversee the status lifecycle for 100-120 release tracking tickets per cycle. Direct targeted follow-ups and accountability pings on 50-70 inactive or stagnant tickets to re-establish ownership, reassignments, and target release timelines.
- High-QPS Capacity Governance: Audit and manage 10-15 high-throughput (high-QPS) feature initiatives requiring capacity resource approvals. Drive cross-functional engineering teams to meet a strict 24-48 hour response and submission SLA.
Required Qualifications & Experience - Technical Program Management Background: Proven experience managing technical support triage, software integration/rebase release cycles, and system capacity planning.
- Issue Tracker Administration: Advanced proficiency with enterprise issue-tracking tools and bug platforms to audit, structure, comment, assign, and manage multi-team tracking hierarchies.
- Cross-Functional Leadership: Strong capability to drive accountability across engineering and program management partners, ensuring quick resolution of technical blockers.
- Time Zone & Schedule Alignment: Ability to operate fully aligned with US business hours (US Eastern Time preferred for optimal crossover with global engineering teams).
- Communication & Operational Excellence: Exceptional written and verbal communication skills with a track record of improving process efficiency and maintaining tight SLA compliance.
Medical, dental, and vision insurance are available to qualified candidates who meet eligibility requirements.
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