Technical Program Manager (TPM) - CRM Transformation & Customer Support

Technical Program Manager (TPM) – CRM Transformation & Customer Support

Contract

Foster City, CA – Onsite (4 Days)

Zoox

Visa : (USC Preferred)

Role Overview: We are seeking an experienced Technical Program Manager (TPM) to lead a multi-phase customer support program spanning CRM transformation, Service Cloud enhancements, chatbot/AI initiatives, and agentic experiences to optimize operations. This role requires a hands-on program leader who can operate at both strategic and execution levels, driving cross-functional alignment across Product, Engineering, Business Operations, and Customer Experience teams. The ideal candidate brings 12+ years of experience managing complex, multi-workstream programs with a strong understanding of CRM ecosystems, customer lifecycle platforms and AI-based solutions.

Key Responsibilities

• Program Leadership & Delivery
• Lead end-to-end delivery of a large-scale customer support programs with multiple parallel workstreams and phased releases
• Define program roadmap, milestones, dependencies, and success metrics aligned with business objectives
• Drive execution across Service Cloud enhancements, chatbot platforms, AI initiatives, and marketing systems
• Ensure on-time, high-quality delivery in a high-velocity, evolving environment
• CRM & Customer Experience Transformation
• Oversee enhancements to case management, service workflows, SLAs, and omni-channel support capabilities
• Lead implementation and optimization of chatbots, virtual agents, and conversational AI platforms
• Drive improvements in agent productivity, tooling, and workflow automation
• Partner with business stakeholders to continuously enhance end-to-end customer journey and experience
• AI & Automation Initiatives
• Lead CRM-related AI/ML initiatives, including intelligent routing, predictive insights, and automation use cases Collaborate with data and engineering teams to embed AI capabilities into service and marketing workflows
• Ensure scalability and measurable business impact of AI-driven features
• Technical & Cross-Functional Coordination
• Partner with Engineering to define architecture, integrations, APIs, and data flows across CRM and adjacent systems
• Manage dependencies across CRM, data platforms, analytics, and third-party tools
• Translate business requirements into technical execution plans and deliverables
• Stakeholder Management & Governance
• Act as the primary interface for executive stakeholders, business leaders, and engineering teams
• Establish strong program governance including status reporting, risk management, and escalation handling
• Drive alignment across global teams and ensure transparency on progress and challenges

Required Qualifications

• 12+ years of experience in Technical Program Management, with a focus on CRM or customer experience platforms
• Proven track record of leading large, multi-phase transformation programs with multiple concurrent workstreams Strong experience with Salesforce Service Cloud or similar CRM platforms
• Experience implementing chatbots, conversational AI, or customer self-service platforms
• Deep understanding of agent workflows, case management, and customer support operations
• Experience integrating CRM with marketing systems and data platforms
• Strong technical acumen with understanding of APIs, system integrations, and scalable architectures
• Exceptional stakeholder management and communication skills across technical and non-technical audiences

Preferred Qualifications

• Experience with AI/ML use cases in CRM (predictive service, automation, personalization)
• Background in high-growth, high-transaction environments (e.g., mobility, e-commerce, SaaS, or consumer platforms)
• Familiarity with Agile/SAFe methodologies and program governance frameworks
• Experience managing global, distributed teams

Key Success Metrics

• Successful delivery of multi-phase CRM roadmap on time and within scope
• Measurable improvements in agent productivity and customer satisfaction (CSAT)
• Increased automation and self-service adoption via chatbot/AI solutions
• Seamless integration across CRM, marketing, and data ecosystems
• Strong stakeholder alignment and program transparency
• This role is critical to enabling a scalable, intelligent, and customer-centric CRM ecosystem that supports rapid business growth. You will play a key role in shaping how we engage, support, and retain customers through technology, automation, and data-driven experiences.