Technical Program Manager - customer centricity
Popis pozice
Make is the leading visual platform for anyone to design, build, and automate anything—from tasks and workflows to apps and systems—without the need for coding skills. We are headquartered in the flourishing tech hub of Prague, Czech Republic, and our teams are spread across the USA, UK, Germany, France, Canada, India and Chile, among other locations.
Why do we love building Make (and why you might, too)?
We are developers and we take it for granted that we can solve pretty much anything by writing software. But what if someone is not a developer or doesn't have access to one? Chances are that they will end up doing the same boring tasks over and over, copy-pasting data from one place to another, wasting time on low-value work instead of doing something way more impactful.
With Make, we give anyone the opportunity to build powerful automations in a way that almost feels like a game. We give anyone a chance to experience the joy of building something that just works. We turn regular people into makers.
What you’ll do
As a Technical Program Manager with a strong focus on customer centricity you will be managing customer escalations towards our product engineering teams, primarily from internal stakeholders representing our external customers. You will be responsible for designing, implementing, owning, automating and overseeing the overall process of managing these escalations to ensure timely resolution in accordance with internal SLAs. You will be closely working together with Engineering, Product, Analytics, Customer Success and Care and other departments to drive execution velocity and help streamline cross-team dependencies while making sure that the overall delivery remains smooth and efficient. In particular, you will:
- Break down the customer centricity oriented programs into projects and coordinate across functional areas in order to deliver on the program deliverables
- Drive effective teamwork, communication, collaboration and commitment across multiple groups and to different stakeholders
- Manage risk and communication, monitor project schedule, review project progress and timelines and identify and resolve issues to ensure project success
- Propose the best course of action and optimal solutions for the target implementations
- Program Management across its entire lifecycle
- Management of technical discussions and strategic decision-making
- Design, implement, automate, and oversee the overall process for managing customer escalations towards product engineering teams
- Cooperate with Product and Engineering managers to prioritize incoming escalations and their resolutions
- Work with dedicated engineers on duty to ensure a clear and automated process for promptly addressing urgent customer matters
- Analyze incoming technical issues, prepare summaries, and provide outcomes for engineering teams to expedite issue resolution
- Utilize monitoring tools to analyze issues and gather relevant data for informed decision-making
- Categorize incoming issues, identify patterns, and propose improvements
- Collaborate with the Analytics team to define metrics and assess the effectiveness of customer issues and escalation management processes
- Report to stakeholders on the data-driven success of this process
- Define and implement procedures for two-way communication, ensuring stakeholders are informed of escalation status and progress
What we expect from you
In order to thrive in the TPM role, you need to demonstrate the following competencies and experience:
- Experience in Technical Program Management in SaaS software companies
- Master’s degree in Computer Science or equivalent experience and skillset
- Strong project management skills with experience in designing, implementing, and overseeing complex processes
- You can clearly and accurately communicate (English is a must!) program status, issues, dependencies and risks to leadership and other program stakeholders
- Experience facilitating fast decision-making by identifying key stakeholders and surfacing the required information to make critical decisions
- Demonstrated ability to prioritize customer needs and advocate for customer-centric solutions
- Strong ability to prioritize tasks, manage competing priorities, and meet deadlines in a fast-paced environment
- Flexibility to adapt to changing priorities and business needs while maintaining focus on delivering exceptional customer experiences
- Experience with technical advisory in customer-specific issues and troubleshooting
- Solid understanding of technical concepts, logical thinking, methodical approach to identification of correlated events and ability to derive cause and effect in complex systems and familiarity with monitoring tools to analyze issues effectively
- You have excellent problem-solving ability, you can multi-task and value teamwork
- You can find practical, simple and effective solutions to complicated problems without sacrificing quality
- Experience with data analysis and interpretation to assess the effectiveness of processes and make data-driven decisions
- You have an entrepreneurial spirit, are self-sufficient and able to operate in a fluid, ambiguous environment
- You are a fan of automation and you have used it to simplify your work or work of others
What we offer
- ? RSUs grant in a rapidly growing company raising its value every day
- ? Annual bonus
- ? Multinational team with 42 nationalities creating the future of automation
- ? Learning & Development plan (online language, professional courses, conference tickets and other trainings)
- ? Notebook/Macbook and 34’’ curved monitor, access to a company 3D printer
- ? Height adjustable office desk
- ? 25 days of vacation, 4 sick days
- ? 10 care days
- ???? Extra parental vacation (3-6 months)
- ? RSUs grant for a newborn child
- ☂ Life insurance
- ? Multisport card
- ? Remote working allowance
- ? Snack bar, coffee, tea, fruit and vegetable, and sweets all day - every day - available for everyone
- ? Monday breakfast, Wednesday lunch, and Friday break, with company-provided food and drinks, with music and lively discussion
- ? Flexible working hours + home office
- ? Company therapy pets in Prague's office (dog-friendly office)
- ? Team buildings, parties, and company events multiple times a year
#careeratmake
What we stand for:
? We roll together - We embrace different ideas to grow together and create powerful solutions.
? Customer impact first - We empower our customers to succeed, aiming for sustainable impact.
⚽ Game on! - We're explorers at heart: play is our fuel and creativity has no limits.
For more, feel free to check out our Life at Make Instagram, Meet-up page, or YouTube to get a sense of the vibe.
Make is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment and equal opportunity in all aspects of employment. We will not tolerate any unlawful discrimination or harassment of any kind. We make all employment decisions without regard to race/ethnicity, color, sex, pregnancy, age, sexual orientation, gender identity or expression, transgender status, national origin, citizenship status, religion, physical or mental disability, veteran status, or any other factor protected by applicable anti-discrimination laws. As a US federal contractor, we are committed to the principles of affirmative action in accordance with applicable laws and regulations. Different makes us better.
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