The Technical Program Manager leads technical support programs to improve customer support operations, collaborating with cross-functional teams and managing project timelines and requirements.
Veeva Systems is a mission-driven organization and pioneer in industry cloud, helping life sciences companies bring therapies to patients faster. As one of the fastest-growing SaaS companies in history, we surpassed $2B in revenue in our last fiscal year with extensive growth potential ahead.
At the heart of Veeva are our values: Do the Right Thing, Customer Success, Employee Success, and Speed. We're not just any public company – we made history in 2021 by becoming a public benefit corporation (PBC), legally bound to balancing the interests of customers, employees, society, and investors.
As a Work Anywhere company, we support your flexibility to work from home or in the office, so you can thrive in your ideal environment.
Join us in transforming the life sciences industry, committed to making a positive impact on its customers, employees, and communities.
The Role
The Technical Program Manager is responsible for leading and managing technical programs that enhance the efficiency and effectiveness of our customer support operations. You will collaborate closely with cross-functional teams including engineering, services, and support to drive initiatives that improve our support processes, tools, and customer experience.
What You'll Do
- Lead and manage technical support programs, helping to organize and track work via sprints
- Manage sprint goals and timelines, balancing scope, resources and priorities to ensure timely product delivery
- Facilitate requirement gathering and lead user story creation
- Perform release management and create process to improve cross-team communication and visibility of upcoming releases
- Collaborate with cross-functional teams to drive projects and enhancements
- Effectively manage and balance the team’s workload comprised of conflicting priorities across day-to-day enhancement requests, defects, and projects
- Learn how to use the supported software product(s) and see the product's capabilities as well as gaps in supporting business needs
- Learn about the supported department’s business and workflows and efficiently apply that knowledge to software solutions
- Provide regular reports and insights to senior management and the support teams to communicate progress and blockers
- Identify opportunities for process improvements within supported teams and own follow-up where needed
- Implement best practices to optimize efficiency, responsiveness, and overall customer satisfaction
- Participate in technical reviews and approve changes to ensure deliverables meet expectations
- Facilitate CAPA resolution and ensure SOP’s are maintained and followed
- Engage with the vendor customer success teams to be informed about product updates and new releases and how they impact internal processes and support enablement
Requirements
- Bachelor’s degree in Information Systems, Business Administration, or related field or equivalent work experience
- 5+ years of experience in technical program management, in a customer support environment. Experience with support tools and technologies, such as Zendesk or ServiceNow
- Understanding of application lifecycle management (ALM)
- Strong business analysis and solution consulting experience to assist, guide and approve application design
- Proven track record in program management, execution, change management, release management and cross-functional stakeholder management
- Experience with agile methodologies and sprint planning
- High proficiency in verbal and written communication. Solid presentation skills are desired
- Enterprise software or high-tech industry experience is a plus
- Strong attention to detail, goal oriented. Must be able to effectively manage multiple activities and/or projects concurrently
- A relentless drive and a customer-first mentality are essential
- Versatility, flexibility, and a willingness to work within constantly changing priorities
- Commitment to excellence in delivery of customer service
- Comfortable in working with personnel at all levels of the organization
Nice to Have
- Experience with Jira for project and issue management
Perks & Benefits
- Medical, dental, vision, and basic life insurance
- PTO and company-paid holidays
- Retirement programs
- 1% charitable giving program
Compensation
- Base pay: $100,000 - $145,000 CAD
- The salary range listed here has been provided to comply with local regulations and represents a potential base salary range for this role. Please note that actual salaries may vary within the range above or below, depending on experience and location. We look at compensation for each individual and base our offer on your unique qualifications, experience, and expected contributions. This position may also be eligible for other types of compensation in addition to base salary, such as variable bonus and/or stock bonus.
#LI-Remote
#LI-MidSenior
Veeva’s headquarters is located in the San Francisco Bay Area with offices in more than 15 countries around the world.
Veeva is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances. If you need assistance or accommodation due to a disability or special need when applying for a role or in our recruitment process, please contact us at [email protected].
Top Skills
Agile Methodologies
JIRA
Servicenow
Zendesk
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