Director, Technical Program Management (AI)

TL;DR

Director, Technical Program Management (AI): Leading strategic programs within the Customer Support organization, focusing on tooling, process improvement, customer satisfaction, and delivery quality. Focus on implementing AI-powered automation, optimizing operations, and building a high-performing Technical Program Management team.

Location: Hybrid in Austin, TX, Lisbon, Portugal, or London, UK.

Company

hirify.global builds a better Internet by running one of the world’s largest networks, protecting and accelerating millions of websites and Internet applications for customers globally.

What you will do

• Manage and mentor a team of Technical Program Managers, fostering continuous improvement.
• Collaborate with Customer Support leadership to define strategic direction and roadmaps for programs.
• Manage competing priorities and ensure focus on critical initiatives in evolving environments.
• Identify bottlenecks, develop proposals, and implement strategic initiatives to streamline operations.
• Work with the AI PM to implement AI-powered automation and copilot solutions.
• Ensure adherence to standard SDLC for Support Tooling across the TPM team.

Requirements

• 7–10+ years in Support Strategy, Technical Program Management, Business Operations, or Strategic Program Management roles in B2B SaaS or enterprise tech companies, with at least 5+ years managing people.
• 7-10 years experience working with engineering or other technical teams, managing technical roadmaps.
• Track record of supporting global or large-scale Support organizations.
• Deep knowledge of Salesforce, BI Tools (Tableau, Power BI), Jira, and Confluence.
• Operational mindset with a strategic outlook.
• Exceptional written and verbal communication, able to simplify complexity.

Culture & Benefits

• Opportunity to build a better Internet by protecting the free and open Internet through initiatives like Project Galileo and the Athenian Project.
• Committed to diversity and inclusiveness, providing equal employment opportunity for all.
• Provides reasonable accommodations to qualified individuals with disabilities.