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

Role: Technical Program Manager (TPM) – CRM Transformation & Customer SupportLocation: Foster City, CA – Onsite (4 Days)Duration: Long term contract ONLY : US CITIZENS 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 solutionsKey ResponsibilitiesProgram 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 environmentCRM & 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 experienceAI & 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 featuresTechnical & 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 deliverablesStakeholder 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 challengesRequired 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 audiencesPreferred QualificationsExperience 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 teamsKey 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.