Technical Program Manager

At Talkdesk, we are courageous innovators focused on redefining customer experience, making the impossible possible for companies globally. We champion an inclusive and diverse culture representative of the communities in which we live and serve. And, we give back to our community by volunteering our time, supporting non-profits and minimizing our global footprint. Each day, thousands of employees, customers and partners all over the world trust Talkdesk to deliver a better way to great experiences.

We are recognized as a cloud contact center leader by many of the most influential research organizations, including Gartner and Forrester. With $498 million in total funding, a valuation of more than $10 Billion, and a ranking of #8 on the Forbes Cloud 100 list, now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth.

This is a unique and exciting time at Talkdesk to join our recently formed Global Systems & Technology team as a Technical Program Manager. We are enabling the success of Talkdesk internal operations through development of our business systems. As a Technical Program Manager you will lead transformational projects involving CRM and ERP Systems such as Salesforce CPQ, Zuora, NetSuite, and Integration technologies.

Reporting to the Director of Technical Program Management you will be a valued collaborator and leader as we continue to refine the Program Management function and agile development practice across the Global Business Systems & Technology team. The Technical Program Manager will facilitate the agile framework and ensure the team is rallying towards the sprint goal, focused on customer value. You will surface empirical data to guide the team’s decision making and commitments. Technical Program Managers will raise issues, remove roadblocks, and actively seek opportunities to serve and enable both the development team and their business partners.

Our customers are our fellow Talkdesk employees and we are focused on providing them with exceptional service. You will partner with them to align on priorities, plans, and delivery expectations. The Technical Program Management team will ensure Talkdesk has a consolidated product roadmap and a strategy for fulfilling business demands today and for the future.

WHO YOU ARE

• You are a self-starter. You like to understand the expected outcome, get the context, and then work entrepreneurially to get it done

• You understand how to navigate complex business and interpersonal issues in a fast-paced environment; you see problems as opportunities

• You are an excellent facilitator, amazing communicator, skilled listener, effective influencer, and understand team dynamics

• You have excellent written communication skills and can gather and transform product needs into requirements and users stories

• You are data driven and collect and analyze data to inform team decisions

• You have passion for product strategy and and agile principles, methods, and frameworks such as Scrum, Kanban, XP, SAFe, etc; you are able to apply Agile principles to adapt the Scrum framework appropriately to meet the needs of the team and organization

• You bring people together to create alignment rather than being a communication go between

• You understand servant leadership and can lead and motivate without formal authority

• You care about learning new things and continuous self improvement

• You have a sense of humor, confidence, and humility

WHAT YOU WILL DO

• Lead cross-functional teams to deliver valuable outcomes through the management of key projects and initiatives from beginning to end

• Partner with business leaders globally to translate their business priorities into technical solutions, drive simplification and alignment across stakeholders

• Assist in driving conversations based on value streams, and process management including Quote-to-Cash, Lead-to-Opportunity, or Procure-to-Pay

• Understand product strategy and key business objectives; ensure the team has a shared purpose, shared understanding, and a sense of urgency to deliver against these objectives

• Develop roadmaps and adaptive plans to continually identify critical path, dependencies, risks, and unknowns; ensure progress is transparent and visible to leadership

• Actively drive the development life cycle from requirements analysis, feasibility estimates, design, code, documentation, testing, implementation, and support

• Oversee agile ceremonies and ensure the teams are getting into a good rhythm and state of flow; ensure the ceremonies are effective, the artifacts are healthy, and guide the teams to work together effectively

• Lead the team in agile estimation and forecasting; track progress towards “working software” deliverables using empirical data while helping the team inspect and adapt to deliver high quality, well-tested solutions that meet/exceed the project timelines and objectives

• Actively identify areas of improvement; apply systems thinking and lean principles to streamline efficiency and value delivery

• Surface information that will allow the teams to make good strategic decisions and tradeoffs

• Promote a trusting and safe environment where problems can be raised without fear and team members engage in healthy debate and collaborative problem solving

BACKGROUND THAT HELP MAKE YOU A GOOD FIT

• Bachelor's Degree in Business Management, Computer Science, or related field

• 5+ years of Project Management experience in a SaaS or technology organization

• 3+ years of experience on cross functional IT initiatives supporting systems and technology such as Salesforce, NetSuite, Coupa, Zuora, or Workday

• Experience improving teams in a Scrum Master role for a SaaS Company

• Agile, Scrum, and/or Project Management certifications; or you can demonstrate knowledge of core competencies of both agile methodologies and traditional project management practices

• Proven track record as a Technical Program Manager with experience in business systems

• Experience in pre-IPO companies and understanding of the controls and processes that must be in place to support compliance initiatives such as SOX

The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.