Senior Technical Program Manager, Strategic Escalations

TL;DR

Senior Technical Program Manager, Strategic Escalations (AI/SaaS): Lead strategic customer escalations requiring deep cross-functional coordination, executive communication, and technical judgment with an accent on rapid resolution and process improvement. Focus on owning end-to-end management, driving workflows, and implementing long-term corrective actions.

Location: Hybrid (4 days a week in our Mountain View office)

Salary: $198,000 - $235,500 annually

Company

hirify.global is the Work AI platform powering intelligent search, AI assistants, and scalable agents across enterprise data.

What you will do

• Own end-to-end management of strategic customer escalations, ensuring timely resolution and alignment across teams.
• Drive cross-functional incident workflows with Engineering, Product, Support, Customer Success, and leadership.
• Establish action plans with timelines, owners, risks, dependencies, and communication cadences.
• Act as primary lead for high-severity issues, maintaining momentum through ambiguity.
• Communicate status, risks, and progress to leaders and customer teams.
• Partner with technical teams on root causes and execution paths.
• Identify systemic issues and drive corrective actions.
• Improve escalation processes, reporting, and tooling.

Requirements

• 7+ years in technical program management, technical account management, support engineering, or related cross-functional role
• Proven experience managing complex customer escalations or critical incidents in B2B SaaS
• Strong technical fluency for engaging with Engineering on product, APIs, infrastructure, and triage
• Excellent program management skills for cross-functional execution under pressure
• Exceptional written and verbal communication for executive updates
• Strong analytical skills to structure problems and drive outcomes
• Ability to influence without authority around customer needs

Nice to have

• Experience building escalation programs or incident management processes
• Familiarity with enterprise software and technical issue resolution

Culture & Benefits

• Comprehensive benefits: Medical, Vision, Dental, generous time-off, 401k
• Home office stipend, annual education and wellness stipends
• Vibrant culture with regular events and daily healthy lunches
• Commitment to diversity and inclusion
• AI-first mindset with AI-focused interview exercise