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Senior Technical Program Manager, Support Operations - Prague, Czechia at Outreach
OutreachPrague·8h ago
SeniorFull-timeRailsAIAPI
Salary Range
$66,300 - $89,700 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a strategic Technical Program Manager to lead the development of custom tooling solutions that enhance customer support efficiency and quality. This role requires blending analytics, product thinking, and operational insight to build scalable solutions that drive productivity and exceptional customer experiences.
Key Responsibilities
- →Drive impactful, scalable tooling by identifying opportunities to streamline workflows and improve support systems through automation and custom-built tools
- →Analyze support and product data to identify insights, guide priorities, and measure success
- →Own the product lifecycle by defining requirements, collaborating with engineering, and iterating through testing
- →Enable operational excellence by building systems that improve agent productivity and cross-team collaboration
- →Drive AI-powered innovation by identifying opportunities for AI-driven improvements and implementing them thoughtfully
Requirements
- ✓Strong analytical mindset and comfort with data-driven decision-making
- ✓Experience in product development or operations with close collaboration across engineering teams
- ✓Hands-on knowledge of support, workflow, and reporting tools (Freshdesk, Zendesk, Salesforce, JIRA, Tableau)
- ✓Deep technical fluency with modern systems and integrations
- ✓Ability to engage with engineering on design reviews, technical planning, and architectural direction
- ✓Systems-thinking to map dependencies, sequence integrations, and manage risk across complex programs
- ✓Familiarity with AI technologies and interest in applying them in operational environments
- ✓Exceptional program and project management skills with strong communication, organization, and execution discipline
- ✓Customer-first mindset and empathy for support teams
Benefits
- ★Flexible time off, 5 weeks of vacation, and 5 annual sick days
- ★4% employer supplemental pension monthly contribution
- ★Private medical care for employee and spouse with Program Health Plus
- ★Life insurance at 2x annual salary
- ★5.000 CZK monthly allowance for meal vouchers, flexipasses, and other personal expenses
- ★16 weeks of annual top-up maternity leave pay or 8 weeks of fully paid paternity leave
- ★Opportunity to be part of company success via the RSU program
- ★Diversity and inclusion programs that promote employee resource groups
- ★Employee referral bonuses
- ★Fun company and team outings
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