Principal Technical Program Manager – Cross-Functional Technology Leadership and Innovation for Customer Service Operations at blithequark

Introduction to blithequark and the Industry Imagine being part of a team that is revolutionizing the way customer service is delivered, leveraging cutting-edge technologies like machine learning, massive data, and engineering to create exceptional service experiences. At blithequark, we are committed to innovation and customer satisfaction, and our Contact Handling Experience (CHEX) team is at the forefront of this mission. As a leader in the industry, blithequark is dedicated to providing the best possible experience for our customers, and we are seeking a highly skilled and experienced Principal Technical Program Manager to join our team. About the Role We are looking for a Principal Technical Program Manager to manage large, cross-functional programs that support our Customer Service Operations worldwide. As a Principal TPM, you will be responsible for driving large cross-team projects that span multiple technology and operational teams, anticipating bottlenecks, escalating effectively, making trade-offs, and balancing business needs against technical constraints. You will be expected to take large, complex projects, break them down into manageable pieces, develop functional specifications, and deliver them in a successful and timely manner. Key Responsibilities End-to-end ownership of cross-functional projects, including resource planning and project execution, leading the definition and execution of strategic technical initiatives aimed at improving delivery efficiency, and driving 3-year action plan tech discussions. Hands-on delivery of critical tech initiatives, managing all aspects of the project, such as project planning, clarity of tech requirements, risk management, and implementation planning. Technical problem-solving, identifying innovative solutions to project deadlocks and resolving issues and constraints through consensus and sound judgment. Making project decisions and achieving tactical goals while retaining a strategic focus. Working closely with development teams and playing a leadership role in product architecture and design. Owning communication/reportage on mission-critical projects, SVP/VP level goals. A Day in the Life At blithequark, we offer a comprehensive range of benefits that support you and your eligible family members, including domestic partners and their children. Our benefits package includes medical, dental, and vision coverage, maternity and parental leave options, paid time off, and a 401(k) plan. We believe in providing a supportive and inclusive work environment that allows our employees to thrive and grow. Essential Qualifications 12+ years of working directly with engineering teams experience. 7+ years of technical product or program management experience. 5+ years of software development experience. Experience managing programs across cross-functional teams, building processes, and coordinating release schedules. Preferred Qualifications 8+ years of hands-on work managing complex technology projects experience. Experience managing projects across cross-functional teams, building sustainable processes, and coordinating release schedules. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our employees. As a Principal Technical Program Manager, you will have the opportunity to work on complex and challenging projects, develop your skills and expertise, and take on new responsibilities as you grow in your career. We offer a range of training and development programs, including mentorship, coaching, and formal training, to help you achieve your career goals. Skills and Competencies Required for Success Maturity, high judgment, negotiation skills, ability to influence, ability to employ scalable mechanisms, and leadership. Strong technical skills, including experience with software development, engineering, and machine learning. Excellent communication and project management skills, with the ability to work effectively with cross-functional teams. Strong problem-solving skills, with the ability to identify innovative solutions to complex problems. Work Environment and Company Culture At blithequark, we are proud of our inclusive and diverse culture, which empowers our employees to deliver the best results for our customers. We believe in providing a supportive and collaborative work environment that allows our employees to thrive and grow. Our team is committed to innovation, customer satisfaction, and continuous improvement, and we are looking for individuals who share these values and are passionate about making a difference. Compensation, Perks, and Benefits Our compensation package is competitive and reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $159,300/year in our lowest geographic market up to $275,300/year in our highest geographic market. We also offer a range of perks and benefits, including equity, sign-on payments, and other forms of compensation, as well as a full range of medical, financial, and/or other benefits. Conclusion If you are a highly skilled and experienced technical program manager looking for a new challenge, we encourage you to apply for this exciting opportunity at blithequark. As a Principal Technical Program Manager, you will have the opportunity to work on complex and challenging projects, develop your skills and expertise, and take on new responsibilities as you grow in your career. Don't miss out on this chance to join our team and make a difference in the lives of our customers. Apply now and take the first step towards an exciting and rewarding career at blithequark. Apply for this job