Technical Program Manager - customer centricity

Why do we love building Make (and why you might, too)?

We are developers and we take it for granted that we can solve pretty much anything by writing software. But what if someone is not a developer or doesn't have access to one? Chances are that they will end up doing the same boring tasks over and over, copy-pasting data from one place to another, wasting time on low-value work instead of doing something way more impactful.

With Make, we give anyone the opportunity to build powerful automations in a way that almost feels like a game. We give anyone a chance to experience the joy of building something that just works. We turn regular people into makers.

What you’ll do

As a Technical Program Manager with a strong focus on customer centricity you will be managing customer related projects such as escalations towards our product engineering teams, primarily from internal stakeholders representing our external customers. You will be responsible for designing, implementing, owning, automating and overseeing the overall process of managing these escalations to ensure timely resolution in accordance with internal SLAs. You will be closely working together with Engineering, Product, Analytics, Customer Success and Care and other departments to drive execution velocity and help streamline cross-team dependencies while making sure that the overall delivery remains smooth and efficient. This is a mid-level role focused on driving and managing key projects and initiatives within the department. The position is highly transactional and operational, involving hands-on coordination, execution of tasks, and collaboration with various stakeholders. This role does not involve people management responsibilities. In particular, you will:

• Break down the customer centricity oriented programs into projects and coordinate and execute across functional areas in order to deliver on the program deliverables
• Drive effective teamwork, communication, collaboration and commitment across multiple groups and to different stakeholders
• Manage risk and communication, monitor project schedule, review project progress and timelines and identify and resolve issues to ensure project success
• Propose the best course of action and optimal solutions for the target implementations
• Program Management across its entire lifecycle
• Management of technical discussions and strategic decision-making
• Design, implement, automate, and oversee the overall process for managing customer escalations towards product engineering teams
• Cooperate with Product and Engineering managers to prioritize incoming escalations and their resolutions
• Work with dedicated engineers on duty to ensure a clear and automated process for promptly addressing urgent customer matters
• Analyze incoming technical issues, prepare summaries, and provide outcomes for engineering teams to expedite issue resolution
• Utilize monitoring tools to analyze issues and gather relevant data for informed decision-making
• Categorize incoming issues, identify patterns, and propose improvements
• Collaborate with the Analytics team to define metrics and assess the effectiveness of customer issues and escalation management processes
• Report to stakeholders on the data-driven success of this process
• Define and implement procedures for two-way communication, ensuring stakeholders are informed of escalation status and progress
• Lead and support other customer oriented projects, initiatives and activities within Engineering department from a project management perspective
• Actively develop and manage collaboration with stakeholders from Celonis’ (our parent company’s) Product & Engineering department, including defining and implementing effective collaboration strategies, establishing clear expectations and communication channels, identifying the appropriate points of contact and co-leading and supporting mutual projects and initiatives.

What we expect from you

In order to thrive in the TPM role, you need to demonstrate the following competencies and experience:

• Experience in Technical Program Management in SaaS software companies
• Master’s degree in Computer Science or equivalent experience and skillset
• Strong project management skills with experience in designing, implementing, and overseeing complex processes. At the same time, we must not cause “death by too much process” and we need you to think about what is just enough process to accomplish a given goal while staying lean.
• You can clearly and accurately communicate (English is a must!) program status, issues, dependencies and risks to leadership and other program stakeholders
• Experience facilitating fast decision-making by identifying key stakeholders and surfacing the required information to make critical decisions
• Demonstrated ability to prioritize customer needs and advocate for customer-centric solutions
• Strong ability to prioritize tasks, manage competing priorities, and meet deadlines in a fast-paced environment
• Flexibility to adapt to changing priorities and business needs while maintaining focus on delivering exceptional customer experiences
• Experience with technical advisory in customer-specific issues and troubleshooting
• Solid understanding of technical concepts, logical thinking, methodical approach to identification of correlated events and ability to derive cause and effect in complex systems and familiarity with monitoring tools to analyze issues effectively
• You have excellent problem-solving ability, you can multi-task and value teamwork
• You can find practical, simple and effective solutions to complicated problems without sacrificing quality
• Experience with data analysis and interpretation to assess the effectiveness of processes and make data-driven decisions
• You have an entrepreneurial spirit, are self-sufficient and able to operate in a fluid, ambiguous environment
• You are a fan of automation and you have used it to simplify your work or work of others

What we offer

• 📈 RSUs grant in a rapidly growing company raising its value every day
• 💸 Annual bonus
• 🌎 Multinational team with 42 nationalities creating the future of automation
• 🎓 Learning & Development plan (online language, professional courses, conference tickets and other trainings) & 2 learning days per year 
• 🍎 Notebook/Macbook and 34’’ curved monitor
• 🏝 25 days of vacation, 4 sick days, Company day off 31.12.
• 🫶 10 care days to care for your loved ones
• 👨‍👩‍👧‍👦 Extra parental vacation (3-6 months) 
• 👶 RSUs grant for a newborn child
• ☂️ Life insurance
• 🏋️ Benefit Plus Cafeteria (incl. MultiSport Card)
• 💰 Remote working allowance
• 🍍 Snack bar, coffee, tea, fruit and vegetable, and sweets all day - every day - available for everyone
• 🥗 Monday breakfast, Wednesday lunch, and Friday break, with company-provided food and drinks, with music and lively discussion
• 🏡 Flexible working hours + home office 
• 🐕 Company therapy pets in Prague's office (dog-friendly office)
• 🖨 Company 3D printer 
• 🥳 Team buildings, parties, and company events multiple times a year

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