Technical Program Manager

Job Title: US - Program ManagerLocation: Vancouver, WADuration: Contract - 6 monthsPay Range: $50 to $50.95/hr on W2Job DescriptionWe are seeking a Support Readiness Project / Program Manager to join our dynamic team. The ideal candidate will have strong experience in customer support operations, large-scale program delivery, and cross-functional stakeholder management and a proven ability to design and operationalize support models, define KPIs, and drive end-to-end support readiness across regions.Responsibilities:Lead and oversee delivery of large, complex customer-facing programs across single or multiple regions, including high-risk initiatives with legal, commercial, and operational considerations.Establish and operationalize new customer support channels, including onshore and offshore models.Design and continuously improve the end-to-end support experience for customers and L1/L2 agents.Define, implement, and monitor support KPIs across the presales and post-sales lifecycle.Drive alignment across cross-functional stakeholders to ensure consistent processes, ownership, and escalation paths.Partner with engineering, product, and operations to ensure support readiness and smooth handoffs.Evaluate and enable support tools and platforms to improve efficiency, visibility, and scalability.Apply program and project management best practices for planning, execution, risk management, and reporting.Leverage technical support experience in software, solutions, and services to inform strategy, troubleshooting frameworks, and resolution paths.Required Skills & Qualifications:Bachelor’s or graduate degree in Computer Science, Information Systems, Engineering, or related field, or equivalent experience.7-10 years of experience in program or project management within customer support or related domains.Proven ability to launch and scale support channels and define measurable KPIs.Strong stakeholder management, communication, and cross-functional leadership skills.Experience applying PM best practices for planning, execution, risk, and status reporting.Technical support background with software, solutions, and/or services environments.Preferred Skills:PMP or equivalent project management certification.Experience with Customer Support frameworks, tools, processes, and regional engagements.