Technical Program Manager - Use, Pay, Support (Ups)

Launch projects that make a difference to our customers

Our team and what we'll accomplish together

Join our Program Management Office - Use, Pay, Support (UPS) team within the Chief Information Office (CIO) and be at the forefront of revolutionizing customer experience and driving operational excellence through cutting-edge digital and service management solutions. We're on a mission to tackle business and customer challenges head-on by offering innovative self-service options, streamlining critical processes, and boosting service quality. Key areas of focus include billing and payments, device returns, service management, contact center operations, and product installations, all aimed at reducing operational costs, increasing revenue, and ensuring customer satisfaction.

What you'll do

As a Technical Program Manager, you are the vital bridge connecting our business and technical teams. You perform as the liaison between the customer needs and the implementation requirements from a systems standpoint. You will:

• Support your team influencing the technical requirements, defining and driving the project scope
• Coordinate (and actively participate in) technical discussions and tasks related to the development and testing of software solutions
• Manage schedules and deliver on agreements, oversee the quality of the solution and be responsible for management tasks including resource allocation, contact/SOW vendor management, as well as status and financial management and reporting
• Have a high level of influence with Software Engineering and Product teams and actively participate in defining scope, strategy and design
• Drive the delivery of technical outcomes and have the ability to identify potential gaps or impacts within your programs
• Have visibility and knowledge of products and platforms across your domain and make connections on the work that you oversee

What you bring

• 5+ years of experience in E2E software engineering program delivery, and understanding of technical architecture
• Engineering, Computer Science or related/equivalent post-secondary degree
• Experience with a variety of technical project management methodologies (Agile, DevOps, Waterfall, etc.)
• Strong stakeholder management skills and the ability to communicate technical concepts in a business context
• Expert in proactively identifying risks and challenges, and driving the right solutions to overcome them

Great-to-haves

• Experience developing and executing strategies that connect program and business value to organizational objectives
• Experience enabling and optimizing flows of work by observing and anticipating impediments
• Experience bringing teams together to have the right conversations, enabling the best decisions to move forward