Engineering Program Manager, Operations Technology

The Operations Technology team is responsible for building the infrastructure to help our Operations organizations scale and improve overall support experience. As an Ops Technology Program Manager, you will deeply understand customer pain points as well as Operations priorities and metrics, translating those priorities into tooling needs, and then driving change at the intersection of Operations and our partner engineering teams. Responsibilities include deeply understanding user, agent, and partner organization pain points, using SQL to pull, analyze and articulate quantifiable business impact, translating business needs and operational pain points into technical requirements and product opportunities. You will also work with Operations front line and engineers to debug technical issues and partner with the product and engineering teams to prioritize, pilot, and roll out new capabilities while assessing and communicating implications of engineering developments to the Operations organization.