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

w:We are seeking an experienced Technical Program Manager (TPM) to lead a multi-phase customer support program spanning CRM transformation, Service Cloud enhancements, chatbot/AI initiatives, and agentic experiences to optimize operation

s.This role requires a hands-on program leader who can operate at both strategic and execution levels , driving cross-functional alignment across Product, Engineering, Business Operations, and Customer Experience team

s.The ideal candidate brings 12+ years of experience managing complex, multi-workstream programs with a strong understanding of CRM ecosystems, customer lifecycle platforms and AI-based solutio

ns Key Responsibilit

iesProgram Leadership & Deliv

ery

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

ases* Define program roadmap, milestones, dependencies, and success metrics aligned with business object

ives* Drive execution across Service Cloud enhancements, chatbot platforms, AI initiatives, and marketing sys

tems* Ensure on-time, high-quality delivery in a high-velocity, evolving environ

ment CRM & Customer Experience Transform

ation* Oversee enhancements to case management, service workflows, SLAs, and omni-channel support capabil

ities* Lead implementation and optimization of chatbots, virtual agents, and conversational AI plat

forms* Drive improvements in agent productivity, tooling, and workflow autom

ation* Partner with business stakeholders to continuously enhance end-to-end customer journey and exper

ience AI & Automation Initi

atives* 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 wor

kflows* Ensure scalability and measurable business impact of AI-driven fe

atures Technical & Cross-Functional Coord

ination* 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-part

y tools* Translate business requirements into technical execution plans and deliv

erables Stakeholder Management & Go

vernance* Act as the primary interface for executive stakeholders, business leaders, and engineeri

ng teams* Establish strong program governance including status reporting, risk management, and escalation

handling* Drive alignment across global teams and ensure transparency on progress and ch

allenges Required Quali, cess Metrics

• Successful delivery of multi-phase CRM roadmap on time and

within scope* Measurable improvements in agent productivity and customer satisf

action (CSAT)* Increased automation and self-service adoption via chatbot

/AI solutions* Seamless integration across CRM, marketing, and da

ta ecosystems* Strong stakeholder alignment and program

transparency* This role is critical to enabling a scalable, intelligent, and customer-centric CRM ecosystem that supports rapid bus

iness growth.You will play a key role in shaping how we engage, support, and retain customers through technology, automation, and data-driven

fications* 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 o

perations* Experience integrating CRM with marketing systems and data

platforms* Strong technical acumen with understanding of APIs, system integrations, and scalable arch

itectures* Exceptional stakeholder management and communication skills across technical and non-technical

audiences Preferred Qual

ifications Experience with AI/ML use cases in CRM (predictive service, automation, perso

nalization)* 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, distri

buted teams Key Suc