Technical Program Manager (TPM) – CRM Transformation & Customer SupportContractFoster City, CA – Onsite (4 Days)ZooxVisa : (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 ResponsibilitiesProgram Leadership & DeliveryLead end-to-end delivery of a large-scale customer support programs with multiple parallel workstreams and phased releasesDefine program roadmap, milestones, dependencies, and success metrics aligned with business objectivesDrive execution across Service Cloud enhancements, chatbot platforms, AI initiatives, and marketing systemsEnsure on-time, high-quality delivery in a high-velocity, evolving environmentCRM & Customer Experience TransformationOversee enhancements to case management, service workflows, SLAs, and omni-channel support capabilitiesLead implementation and optimization of chatbots, virtual agents, and conversational AI platformsDrive improvements in agent productivity, tooling, and workflow automationPartner with business stakeholders to continuously enhance end-to-end customer journey and experienceAI & Automation InitiativesLead 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 workflowsEnsure scalability and measurable business impact of AI-driven featuresTechnical & Cross-Functional CoordinationPartner with Engineering to define architecture, integrations, APIs, and data flows across CRM and adjacent systemsManage dependencies across CRM, data platforms, analytics, and third-party toolsTranslate business requirements into technical execution plans and deliverablesStakeholder Management & GovernanceAct as the primary interface for executive stakeholders, business leaders, and engineering teamsEstablish strong program governance including status reporting, risk management, and escalation handlingDrive alignment across global teams and ensure transparency on progress and challengesRequired Qualifications12+ years of experience in Technical Program Management, with a focus on CRM or customer experience platformsProven track record of leading large, multi-phase transformation programs with multiple concurrent workstreams Strong experience with Salesforce Service Cloud or similar CRM platformsExperience implementing chatbots, conversational AI, or customer self-service platformsDeep understanding of agent workflows, case management, and customer support operationsExperience integrating CRM with marketing systems and data platformsStrong technical acumen with understanding of APIs, system integrations, and scalable architecturesExceptional 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 frameworksExperience managing global, distributed teamsKey Success MetricsSuccessful delivery of multi-phase CRM roadmap on time and within scopeMeasurable improvements in agent productivity and customer satisfaction (CSAT)Increased automation and self-service adoption via chatbot/AI solutionsSeamless integration across CRM, marketing, and data ecosystemsStrong stakeholder alignment and program transparencyThis 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.