Technical Program Manager

Focus: Program delivery + Root Cause Analysis /Issue/ Incident Management for customer order & repair experience
Team: CORE (Customer Order & Repair Enablement )

Skills Overview:
What are the top five skills and number of years of experience required to perform this job?

• Program/Delivery Management 5 7 years
• Operational & Agile Team Leadership 3 5 years
• Root Cause Analysis & Issue Management 3 5 years
• Cross Functional Communication & Stakeholder Management 5 7 years
• Technical Collaboration with Engineering Teams 2 4 years

What are some preferred/nice to have skills the manager is looking for?

• Experience in customer experience, order management, or repair operations
• Familiarity with issue tracking tools (e.g., Jira, ServiceNow)
• Ability to build new processes and operational frameworks
• Data driven mindset; comfort with dashboards and metrics
• Background working in complex retail, technology, or service environments

Tell us about your department:
The Customer Order & Repair Enablement (CORE) Team ensures smooth, reliable customer experiences across the end to end order and repair journey. We act as the primary support line for escalated customer issues, partnering with engineering, product, and operations to drive root cause resolution and long term improvements.

Project Description:

• We are forming the CORE Team to centralize issue management, triage customer impacting problems, and ensure timely resolution. This role will help establish team rhythms, processes, and cross functional workflows to strengthen our customer experience.

Position Summary/Job Description:

• Seeking a Delivery/Program Manager to lead the operations of the newly formed CORE Team. This role oversees issue intake, prioritization, and root cause analysis; determines when engineering support is required; partners closely with technical teams to drive fixes; and provides clear, consistent updates to stakeholders and impacted customers. The manager ensures operational excellence, drives communication, and helps protect and improve the end to end order and repair experience.