Principal Technical Program Manager – Driving Innovation in Customer Service through Technical Excellence and Cross-Functional Leadership at blithequark

Introduction to blithequark and the Industry

Imagine being part of a team that is revolutionizing the way customers interact with blithequark, a leader in the industry. At blithequark, we are passionate about delivering exceptional customer experiences through innovative solutions and cutting-edge technology. Our Contact Handling Experience (CHEX) team is at the forefront of this revolution, leveraging engineering, massive data, and machine learning algorithms to create seamless and personalized interactions. If you are excited about the prospect of joining a diverse and cross-disciplinary team of builders who are redefining the customer service landscape, then we have an extraordinary opportunity for you.

About the Role

We are seeking a highly experienced and skilled Principal Technical Program Manager to lead large, cross-functional programs that support our Customer Service Operations worldwide. As a Principal Technical Program Manager at blithequark, you will be responsible for driving complex projects that span multiple technology and operational teams, anticipating bottlenecks, and making strategic trade-offs to balance business needs against technical constraints. Your expertise in managing large-scale programs, developing functional specifications, and delivering projects on time will be instrumental in driving our customer service initiatives forward.

Key Responsibilities

• End-to-end ownership of cross-functional projects, including resource planning and project execution, with a focus on delivering strategic technical initiatives that improve delivery efficiency and drive long-term growth.
• Hands-on leadership in driving the delivery of critical tech initiatives, managing all aspects of the project, such as project planning, technical 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.
• Decision-making and achieving tactical goals while maintaining a strategic focus, with a strong emphasis on collaboration and influencing cross-functional teams.
• Leadership role in product architecture and design, working closely with development teams to ensure alignment and effective execution.
• Ownership of communication and reporting on mission-critical projects, including SVP/VP level goals and objectives.

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 (PTO)
• 401(k) Plan

We believe in fostering a culture of inclusivity, diversity, and empowerment, where every individual can thrive and contribute to our mission of delivering exceptional customer experiences.

About the Team

The Contact Handling Experience (CHEX) team at blithequark is dedicated to building tools that enable our Customer Service Agents (CSAs) to deliver the most customer-centric service in the world. We achieve this by redefining the CSA experience through a deep understanding of their needs and developing unique products that safely support them in their work. Our team partners with the larger Customer Service organization to drive Security, Operational Excellence, and raise the bar on User Experience, owning a set of assets that enable the building of Customer Relationship Management (CRM) functionality to serve our customers.

Qualifications

To be successful in this role, you will need:

Basic Qualifications

• 12+ years of experience working directly with engineering teams
• 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 experience managing complex technology projects
• 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 access to a wide range of training and development opportunities, including:

• Leadership development programs
• Technical training and certifications
• Mentorship and coaching
• Opportunities for career advancement and progression

We believe in empowering our employees to take ownership of their careers and providing them with the tools and resources they need to succeed.

Work Environment and Company Culture

At blithequark, we pride ourselves on our inclusive and diverse culture, where every individual can thrive and contribute to our mission. Our work environment is dynamic, collaborative, and fast-paced, with a strong emphasis on innovation, creativity, and customer obsession. We believe in fostering a culture of empathy, trust, and open communication, where every employee feels valued, respected, and empowered to make 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. In addition to a comprehensive benefits package, we offer a range of perks and benefits, including:

• Equity and sign-on payments
• Flexible working arrangements
• Opportunities for professional development and growth
• Access to cutting-edge technology and tools

Conclusion

If you are a motivated and experienced technical program manager looking for a challenging and rewarding role, we encourage you to apply for this exciting opportunity at blithequark. As a Principal Technical Program Manager, you will play a critical role in driving our customer service initiatives forward and delivering exceptional experiences for our customers. Don't miss this chance to join a dynamic and innovative team and take your career to the next level. Apply now and become a part of the blithequark family!