Program Manager, CS Tools

New

Skills

AI Tools API Integrations Automation Tools Backlog Management Key Performance Indicators (KPIs) Sprint Planning Technical Program Management User Acceptance Testing (UAT) Webhooks Zendesk Administration

As a Program Manager for Customer Support (CS) Tools & Technology, you will play a pivotal role in managing the backlog, sprint planning, and prioritization across various workstreams. You will translate business needs into specifications and implement solutions in a hands-on manner.

Key Responsibilities
  • Own the backlog and lead sprint planning and prioritization across multiple workstreams.
  • Translate business needs into specifications and implement solutions.
  • Lead User Acceptance Testing (UAT) planning and document workflows to support scalability.
  • Configure Zendesk and automate triggers, routing, and Service Level Agreements (SLAs).
  • Design integrations using APIs, webhooks, and automation tools.
  • Own Customer Support (CS) dashboards and reporting; define Key Performance Indicators (KPIs) with CS leadership.
Requirements & Qualifications
  • 4-7 years of experience in technical program management or related roles.
  • Builder-operator mindset: able to own delivery and work hands-on with systems and automation.
  • Hands-on experience with Zendesk administration, including workflows, routing, SLA, and troubleshooting.
  • Experience with APIs, webhooks, and automation tools such as Zapier.
  • Proven use of AI tools like Claude and GitHub Copilot to build solutions.
  • Strong written and verbal communication skills, particularly in creating executive-facing materials.

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Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: Months

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