Technical Program Manager - Infrastructure and Security Engineering at aircall

Aircall is a unicorn AI-powered customer communications platform used by 22,000+ companies worldwide to drive revenue, faster resolutions, and scale. We’re redefining what a customer communications platform can be—by combining voice, SMS, WhatsApp, and AI into one seamless workspace. Our momentum comes from a simple but powerful idea: help every customer-facing team work smarter, not harder. Aircall’s AI Voice Agent automates routine calls, AI Assist streamlines post-call tasks, and AI Assist Pro delivers real-time guidance that helps people do their best work. The result—companies grow revenue, deliver faster resolutions, and scale service. We’ve built a product customers love and a business that scales fast. Aircall operates in nine global offices (Paris, New York, San Francisco, Sydney, Madrid, London, Berlin, Seattle, and Mexico City), and is backed by world-class investors. Our teams are shipping AI innovation faster than ever and expanding across new product lines and markets. At Aircall, you’ll join a company in motion—ambitious, profitable, and product-driven—where impact is visible, decisions are fast, and growth is real. How We Work at Aircall: At Aircall, we believe in customer obsession, continuous learning, and delivering extraordinary outcomes. We value open collaboration, taking ownership, and making smart, informed decisions with speed and precision. If you thrive in a fast-paced, team-driven environment where curiosity, trust, and impact matter, you'll fit right in We are hiring a Technical Program Manager (TPM) to drive the delivery of complex infrastructure and security initiatives in a fast-moving SaaS environment. This role sits at the intersection of engineering execution, risk management, and operational excellence. You will ensure programs move quickly and predictably while maintaining high standards for reliability, security, and quality. You are comfortable operating with incomplete information, making trade-offs visible, and unblocking teams without adding process drag. Key Responsibilities: • Program Execution & Delivery • Own end-to-end delivery of infrastructure and security programs (e.g. platform resilience, cloud migrations, IAM, compliance readiness, incident response improvements). • Translate high-level goals into clear delivery plans, milestones, and dependencies. • Drive execution across multiple engineering teams, functions, and stakeholders. • Identify risks early and actively manage mitigation plans. • Keep delivery moving without heroics or last-minute surprises. Agility & Decision Making: • Enable fast, informed decision-making by presenting clear options, trade-offs, and recommendations. • Operate effectively in ambiguous environments where priorities shift and data is imperfect. • Adjust plans pragmatically while protecting delivery commitments and quality bars. • Escalate decisively when risks threaten security, reliability, or timelines. Quality, Reliability & Risk: • Ensure that delivery plans adhere to operational excellence, security best practices, and reliability standards. • Balance speed with appropriate controls (change management, testing, rollout strategies). • Partner with engineering to prevent operational debt, not just deliver features. • Ensure learnings from incidents and audits translate into real improvements. Stakeholder Alignment & Communication: • Act as the single point of accountability for program status and delivery health. • Communicate clearly and concisely with engineering, product, leadership, and non-technical stakeholders. • Provide transparent status reporting focused on outcomes, risks, and decisions—not activity. • Align teams without relying on authority or heavy process. What Success Looks Like: • Projects ship on time, with fewer surprises. • Engineering teams stay focused on building, not coordinating. • Leadership has confidence in the delivery forecasts. • Security and reliability improve without slowing the organisation down. • Trade-offs are explicit and intentional, not accidental. Required Experience: • 5+ years experience in Technical Program Management, Engineering Program Management, or similar roles. • Proven experience delivering infrastructure, platform, or security programs in a SaaS or cloud-native environment. • Strong understanding of cloud architectures (AWS, GCP, Azure), distributed systems, and modern SDLC practices. • Experience working with SRE, Infrastructure, and/or Security Engineering teams. • Track record of managing cross-team dependencies and complex technical initiatives. • Strong technical fluency; able to engage deeply with engineers without needing to write production code. • Leverage AI tools to aid decision-making and productivity • Excellent execution and organizational skills. • High judgment in prioritization and risk management. • Clear, concise written and verbal communication. • Comfort operating with ambiguity and limited structure. • Bias toward action, ownership, and outcomes. Preferred Experience: • Experience supporting compliance efforts (e.g. SOC 2, ISO 27001, SOX). • Background in engineering, SRE, or security. • Experience scaling delivery practices in growing SaaS organizations. Why join us? 🚀 Key moment to join Aircall in terms of growth and opportunities 💆‍♀️ Our people matter, work-life balance is important at Aircall 📚 Fast-learning environment, entrepreneurial and strong team spirit 🌍 45+ Nationalities: cosmopolite & multi-cultural mindset 💵 Competitive salary package & equity 🏨 Medical, dental, and vision insurance is 100% covered 📈 401k plan with company matching! ✈️ Unlimited PTO — take the time you need to come to work feeling great! ⭐️ Wellness, commuter, and childcare reimbursements 💚 Generous parental leave policy DE&I Statement:  At Aircall, we believe diversity, equity and inclusion – irrespective of origins, identity, background and orientations – are core to our journey.  We pride ourselves on promoting active inclusion within our business to foster a strong sense of belonging for all. We’re working to create a place filled with diverse people who can enrich and learn from one another. We’re committed to ensuring that everyone not only has a seat at the table but is valued and respected at it by providing equal opportunities to develop and thrive.   We will constantly challenge ourselves to make sure that we live up to our ambitions around diversity, equity and inclusion, and keep this conversation open. Above all else, we understand and acknowledge that we have work to do and much to learn. Want to know more about candidate privacy? Find our Candidate Privacy Notice here.