Technical Program Manager

Designation: Consultant Technical Program Manager
Experience: 10 to 16 years
Location: San Jose, California, US
Job Description:
We are seeking an experienced and motivated Technical Program Manager (TPM) to join our Retention team. In this role, you will lead strategic initiatives focused on customer retention, working cross-functionally to design, implement, and optimize programs that drive customer engagement and reduce churn. As the bridge between technical and business teams, you ll drive the roadmap, manage project timelines, ensure data accuracy, and develop insights to improve retention metrics. This position requires a hands-on leader with a deep understanding of customer retention strategies, technical expertise, and a passion for leveraging technology to enhance customer experience.
Responsibilities:
Program Management: Lead retention-related programs from inception to delivery, ensuring alignment with company goals and customer retention targets.
Strategy and Planning: Develop and maintain a comprehensive roadmap for retention initiatives, prioritizing projects based on impact, feasibility, and alignment with strategic goals.
Cross-functional Collaboration: Collaborate closely with Product, Engineering, Data Science, and Marketing teams to define requirements, set milestones, and ensure smooth execution of retention strategies.
Data Integration and Insights: Work with data teams to integrate customer data across various platforms, ensuring data accuracy and leveraging insights to drive actionable strategies that enhance retention.
Process Optimization: Identify, develop, and implement process improvements for faster deployment, enhanced customer targeting, and more personalized retention campaigns.
Customer Experience: Advocate for the customer by incorporating user feedback and testing into retention programs, identifying pain points, and recommending solutions.
Project Execution: Own project timelines, budget, and resources, managing risks and dependencies to deliver retention programs on time and within scope.
Stakeholder Management: Act as the primary point of contact for retention initiatives, providing regular updates to leadership and cross-functional partners on program status, challenges, and successes.
Performance Tracking: Establish KPIs to measure the effectiveness of retention programs and generate reports on metrics such as churn rate, customer lifetime value, and engagement levels.
Skills:
Familiarity with data integration, API development, and experience working with data storage solutions (e.g., SQL, NoSQL, cloud storage).
5+ years of experience in Technical Program Management, Product Management, or a related role, with a strong focus on customer retention or lifecycle management.

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