Technical Program Manager (TPM) - CRM Transformation & Customer Support

Contract

Foster City, CA Onsite (4 Days)

Zoox

Lead end-to-end delivery of a large-scale customer support programs with multiple parallel workstreams and phased releases

Define program roadmap, milestones, dependencies, and success metrics aligned with business objectives

Drive execution across Service Cloud enhancements, chatbot platforms, AI initiatives, and marketing systems

Ensure on-time, high-quality delivery in a high-velocity, evolving environment

CRM & Customer Experience Transformation

Oversee enhancements to case management, service workflows, SLAs, and omni-channel support capabilities

Lead implementation and optimization of chatbots, virtual agents, and conversational AI platforms

Drive improvements in agent productivity, tooling, and workflow automation

Partner with business stakeholders to continuously enhance end-to-end customer journey and experience

AI & Automation Initiatives

Lead CRM-related AI/ML initiatives , including intelligent routing, predictive insights, and automation use cases Collaborate with data and engineering teams to embed AI capabilities into service and marketing workflows

Ensure scalability and measurable business impact of AI-driven features

Technical & Cross-Functional Coordination

Partner with Engineering to define architecture, integrations, APIs, and data flows across CRM and adjacent systems

Manage dependencies across CRM, data platforms, analytics, and third-party tools

Translate business requirements into technical execution plans and deliverables

Stakeholder Management & Governance

Act as the primary interface for executive stakeholders, business leaders, and engineering teams

Establish strong program governance including status reporting, risk management, and escalation handling

Drive alignment across global teams and ensure transparency on progress and challenges

Required Qualifications

12+ years of experience in Technical Program Management, with a focus on CRM or customer experience platforms

Proven track record of leading large, multi-phase transformation programs with multiple concurrent workstreams Strong experience with Salesforce Service Cloud or similar CRM platforms

Experience implementing chatbots, conversational AI, or customer self-service platforms

Deep understanding of agent workflows, case management, and customer support operations

Experience integrating CRM with marketing systems and data platforms

Strong technical acumen with understanding of APIs, system integrations, and scalable architectures

Exceptional stakeholder management and communication skills across technical and non-technical audiences

Preferred Qualifications

Experience with AI/ML use cases in CRM (predictive service, automation, personalization)

Background in high-growth, high-transaction environments (e.g., mobility, e-commerce, SaaS, or consumer platforms)

Familiarity with Agile/SAFe methodologies and program governance frameworks

Experience managing global, distributed teams

Key Success Metrics

Successful delivery of multi-phase CRM roadmap on time and within scope

Measurable improvements in agent productivity and customer satisfaction (CSAT)

Increased automation and self-service adoption via chatbot/AI solutions

Seamless integration across CRM, marketing, and data ecosystems

Strong stakeholder alignment and program transparency

This role is critical to enabling a scalable, intelligent, and customer-centric CRM ecosystem that supports rapid business growth. You will play a key role in shaping how we engage, support, and retain customers through technology, automation, and data-driven experiences.