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. We’re a highly ambitious, large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet.

Project Galileo: Since 2014, we've equipped more than 2,400 journalism and civil society organizations in 111 countries with powerful tools to defend themselves against attacks that would otherwise censor their work, technology already used by Cloudflare’s enterprise customers--at no cost.

Athenian Project: In 2017, we created the Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free, so that their constituents have access to election information and voter registration. Since the project, we've provided services to more than 425 local government election websites in 33 states.

1.1.1.1: We released 1.1.1.1 to help fix the foundation of the Internet by building a faster, more secure and privacy-centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer-focused service Cloudflare has ever released. Here’s the deal - we don’t store client IP addresses never, ever. We will continue to abide by our privacy commitment and ensure that no user data is sold to advertisers or used to target consumers.

Sound like something you’d like to be a part of? We’d love to hear from you!