Director, Technical Program Management

Requirements:

• 7–10+ years in Support Strategy, Technical Program Management, Business Operations, or Strategic Program Management roles in fast-paced B2B SaaS or enterprise tech companies, with at least 5+ years managing people
• 7 - 10 years experience working with engineering or other technical teams, managing technical roadmaps and prioritizing against competing initiatives
• Track record of supporting global or large-scale Support organizations with strategy, program execution and leading cross functional initiatives
• Deep knowledge of Salesforce, BI Tools (Tableau, Power BI), Jira and Confluence
• Operational mindset with a strategic outlook — able to both zoom in and out
• Exceptional written and verbal communication; can simplify complexity into clear business narratives
• Comfortable navigating ambiguity and setting direction in evolving environments
• Ability to thrive and be flexible in a fast-paced environment
• Experience supporting global teams and rolling out programs and change management
• Familiarity with Cloudflare Product sets or networking/security/cloud infrastructure domains

What You'll Be Doing:

• Manage and mentor a team of Technical Program Managers (TPMs), fostering a culture of high performance and continuous improvement
• Collaborate with Customer Support leadership to define the strategic direction, vision, and roadmap of programs for their organization, acting as a trusted advisor to help navigate evolving business needs
• Masterfully manage competing priorities and context switch seamlessly between projects, ensuring the team focuses on the most critical initiatives even as requirements change
• Identify bottlenecks, areas for improvement and develop proposals that provide recommendations to drive change
• Turn recommendations into strategic initiatives to streamline operations and enhance productivity across multiple organizations
• Work with the AI PM to implement AI-powered automation and copilot solutions and AI-driven self-service for customers to solve their own product issues
• Ensure your team of TPMs follows the standard SDLC for Support Tooling, adhering to a consistent approach to requirements gathering, UAT, and deployment across the TPM team
• Work alongside Customer Support Regional leaders to design, align on, and deploy process change for global consistency in delivery, with a focus on customer satisfaction
• Define, monitor, and report on program impact, including key success metrics and KPI improvement
• Comfortable managing a team that spans multiple geographies and disciplines, and building out responsibilities

Perks and Benefits:

• We’re not just a highly ambitious, large-scale technology company with a soul
• Project Galileo: Equipped more than 2,400 journalism and civil society organizations in 111 countries with powerful tools for defense
• Athenian Project: Provided services to more than 425 local government election websites in 33 states
• 1.1.1.1: Built a faster, more secure, and privacy-centric public DNS resolver that doesn't store client IP addresses