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Principal Technical Program Manager, Digital Experience – Innovation

July 10, 2026

Job Description:

Own the integration of support planning and program execution systems with corporate planning standards to eliminate planning lag across the organization
Partner with department and executive leadership to define annual and multi-year roadmaps, translating strategic intent into funded, scoped, and sequenced programs with clear ownership and success measures
Define and maintain a portfolio-level view of all Support & Digital Experience initiatives to provide leadership with consistent visibility into scope, progress, dependencies, risks, and business outcomes
Deploy best-in-class system tooling to run large multi-department programs, equipping teams to effectively manage the full lifecycle of the initiative portfolio
Establish and demonstrate program management standards to ensure that business requirements, technical requirements, dependencies, and success measures are clearly defined and followed
Drive risk identification, dependency mapping, and escalation frameworks that proactively surface blockers before they become program-level delays
Lead program retrospectives and closeout reviews that generate reusable insights and continuously raise the quality bar for future program execution
Apply data-driven approaches to measure program health and impact, building dashboards and reporting mechanisms that give stakeholders actionable, real-time visibility
Drive and own the monthly and quarterly business review (MBR/QBR) cadence with department leadership and executive owners
Serve as the primary interface between Support leadership and cross-functional stakeholders including Product, Engineering, Finance, and IT-synthesizing portfolio status into concise, executive-ready narratives
Influence and align senior stakeholders across departments through clear communication and structured decision frameworks
Represent the Support & Digital Experience program office in corporate planning forums, contributing to enterprise-wide prioritization and resource allocation decisions
Drive year-over-year strategies and programs that continuously transform support systems, customer experience, and technical support engineer tooling
Own the advancement of the organization's lean maturity through a multi-year roadmap that reaches and sustains Lean Level 4 and Level 5 across support operations
Champion Al and automation integration into support workflows, anticipating industry disruptions driven by Al, and leveraging Al trends to enhance functional strategy and long-term operational excellence
Build and evolve the continuous improvement culture across the support organization, coaching teams on lean principles and eliminating waste
Benchmark internal practices against industry-leading enterprise support models to shape transformation strategy and justify investments

Requirements:

15+ years of experience in program management or operations, including 8 years in leadership roles within SaaS companies
Bachelor's degree in Computer Science, Engineering, or Information Systems
Experience managing portfolios, dependencies, and priorities across departments
Experience selecting, deploying, and administering platforms such as Jira, Asana, Smartsheet, or ServiceNow PPM
Experience conveying portfolio status and aligning teams across organizations
Experience building dashboards and using metrics for prioritization

Benefits:

Paid Time Off: earned time off, as well as paid company holidays based on region
Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement
Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment
Retirement Plans: select retirement and pension programs with potential for employer contributions
Learning and Development: options for coaching, online courses and education reimbursements
Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...