Technical Program Manager, Customer Operations
Snap Inc. is a camera company. We believe that reinventing the camera represents our greatest opportunity to improve the way people live and communicate. Our products empower people to express themselves, live in the moment, learn about the world, and have fun together.
We’re looking for an experienced Technical Program Manager to join Snap Inc! As a member of the Customer Operations team, you will lead the development of customer support products and features used by Snapchatters worldwide. You’ll collaborate with key partners in Engineering, Operations Strategy, User Safety and Privacy to build rich customer support experiences. You’ll become a subject matter authority in multiple domains by owning projects from beginning to finish and facilitating cross-team communication.
In order to be successful in this role, you will need to have prior experience in program management, support/service operations, and the software development life cycle.
What you’ll do:
Collaborate with operations, engineering, and other internal teams to define and own business needs
Responsible for all aspects of project planning, management, and delivery.
Devise technical solutions and architecture design to satisfy complex business requirements
Consistently deliver a realistic picture of project scope, timing, and progress to stakeholders
Manage project development costs while prioritizing project tasks and risks
Develop metrics to measure program success and operational effectiveness
Anticipate project risks, provide escalation management, negotiate with decision makers, and balance business needs versus technical constraints
Serve as a technical consultant to the organization
Knowledge, Skills & Abilities:
A subject matter expert on support workflows, operations, and customer journey
Demonstrated success building products and services compatible with third-party platforms such as Zendesk and/or Salesforce
Ability to lead cross-functional teams with a proven track record of delivery and high-impact solutions
Strong interpersonal, analytical, problem-solving, negotiation, and conflict resolution skills with an ability to motivate teams and foster an environment of continuous improvement
Knowledge and experience building seamless, omnichannel customer support technology solutions for large enterprise organizations
Exceptional verbal and written communication skills, especially when tailoring information to non-technical audiences
Minimum Qualifications:
Bachelor’s degree in computer science or a related technical field or equivalent years of experience
3+ years of experience in technical program management
Preferred Qualifications:
5+ years of experience in technical program management
Experience with agile software development processes and project management tools such as Jira
Experience with information security and privacy engineering best practices
At Snap, we believe that having a team of diverse backgrounds and voices working together will enable us to create innovative products that improve the way people live and communicate. Snap is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws. EOE, including disability/vets. If you have a disability or special need that requires accommodation, please don’t be shy and contact us at accommodations-ext@snap.com .
Our Benefits : Snap Inc. is its own community, so we’ve got your back! We do our best to make sure you and your loved ones have everything you need to be happy and healthy, on your own terms. Our benefits are built around your needs and include paid maternity & paternity leave, comprehensive medical coverage, emotional and mental health support programs, and compensation packages that let you share in Snap’s long-term success!
Posted 4 Days Ago
Full time
R0016202
About Us
Snap Inc. is a camera company. We believe that reinventing the camera represents our greatest opportunity to improve the way people live and communicate. Our products empower people to express themselves, live in the moment, learn about the world, and have fun together.
At Snap, we believe that having a team of diverse backgrounds and voices working together will enable us to create innovative products that improve the way people live and communicate. Snap is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws. EOE, including disability/vets.
If you have a disability or special need that requires accommodation, please don’t be shy and contact us at accommodations-ext@snap.com .