Job opening for Technical Program Manager (CRM) in Foster City, CA - Onsite (4 Days)

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

Contract

Foster City, CA – Onsite (4 Days)

Visa : Any (USC Preferred )

Role Overview
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 operations. 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 teams. 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 solutions.

Key Responsibilities
Program Leadership & Delivery

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

·         Define program roadmap, milestones, dependencies, and success metrics aligned with business objectives

·         Drive execution across Service Cloud enhancements, chatbot platforms, AI initiatives, and marketing systems  

·         Ensure on-time, high-quality delivery in a high-velocity, evolving environment

 

CRM & Customer Experience Transformation

·         Oversee enhancements to case management, service workflows, SLAs, and omni-channel support capabilities

·         Lead implementation and optimization of chatbots, virtual agents, and conversational AI platforms

·         Drive improvements in agent productivity, tooling, and workflow automation

·         Partner with business stakeholders to continuously enhance end-to-end customer journey and experience

 

AI & Automation Initiatives

·         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 workflows

·         Ensure scalability and measurable business impact of AI-driven features

 

Technical & Cross-Functional Coordination

·         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-party tools

·         Translate business requirements into technical execution plans and deliverables

Stakeholder Management & Governance

·         Act as the primary interface for executive stakeholders, business leaders, and engineering teams

·         Establish strong program governance including status reporting, risk management, and escalation handling

·         Drive alignment across global teams and ensure transparency on progress and challenges

 

Required Qualifications

·         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 operations

·         Experience integrating CRM with marketing systems and data platforms

·         Strong technical acumen with understanding of APIs, system integrations, and scalable architectures

·         Exceptional stakeholder management and communication skills across technical and non-technical audiences

 

Preferred Qualifications

Experience with AI/ML use cases in CRM (predictive service, automation, personalization)

·         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, distributed teams

 

Key Success Metrics

·         Successful delivery of multi-phase CRM roadmap on time and within scope

·         Measurable improvements in agent productivity and customer satisfaction (CSAT)

·         Increased automation and self-service adoption via chatbot/AI solutions

·         Seamless integration across CRM, marketing, and data ecosystems

·         Strong stakeholder alignment and program transparency

·         This role is critical to enabling a scalable, intelligent, and customer-centric CRM ecosystem that supports rapid business growth. You will play a key role in shaping how we engage, support, and retain customers through technology, automation, and data-driven experiences

 

 Thanks!!!