Principal Technical Program Manager
New
D
DockerSoftware, SaaS
Canada; Secondary Locations: England, Germany, Italy, Portugal, Spain, United StatesFull-TimePrincipal
Salary170,100 - 243,000 CAD per year
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Job Details
- Experience
- 8+ years
- Required Skills
- AWSGCPSalesforceAzureSaaS
Requirements
- 8+ years of experience in Technical Program Management or Senior Support Leadership roles in a software or SaaS environment.
- Background in delivering high touch premium support services to large enterprise customers.
- Deep understanding of: Enterprise Support, Premium Support, High Touch Support operations and delivery.
- Solid understanding of: AI Agentic Tools (Claude, Codex, Cursor), Cloud platforms (AWS, GCP, Azure), Support Ticketing Systems (Salesforce).
- Proven track record of leading large-scale, complex programs across global teams and organizations.
- Experience designing and scaling operational processes or delivery frameworks.
- Experience partnering with revenue and sales organizations.
Responsibilities
- Managing large, cross-functional projects/programs.
- Creating and tracking: Roadmaps, Timelines, Milestones, Dependency management across teams.
- Partnering with sales and revenue teams to drive attachment, value, and retention of premium support services.
- Identifying technical and operational risks early.
- Managing inter-team dependencies.
- Creating mitigation and contingency plans.
- Leading without authority across: Engineering, Product, Revenue, Support.
- Breaking down complex problems into manageable parts.
- Use data to evaluate process effectiveness and drive ongoing improvements.
- Serve as a trusted advisor on program strategy, execution, and operational scaling.
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