Sr. Tech Program Manager

Role Description

This role is responsible for defining, integrating, and delivering the end-to-end BESS Service Platform, including its architecture, operating model, and execution system. You will operate at the center of a multi-year platform build, ensuring that every technical workstream is anchored in a seamless customer journey and designed to drive industry-leading customer satisfaction.

Key Responsibilities

• Strategic Leadership & Vision
  • Define the end-to-end BESS Service Platform structure across all service domains.
  • Map and define the end-to-end customer journey, from initial lead capture to product commissioning through long-term maintenance and end-of-life support.
  • Establish the service operating systems needed across the business, including domain ownership, interfaces, and responsibility boundaries.
  • Ensure alignment with enterprise systems, standards, and operating expectations to provide a unified "one-Ford" customer experience.
• Integrated Roadmap & Sequencing
  • Build and maintain the integrated service platform roadmap across all domains.
  • Prioritize capability development based on its impact on customer uptime, ease of service, and overall satisfaction.
  • Align platform milestones with product development, commissioning, and operational readiness timelines.
  • Drive prioritization across competing demands, ensuring customer-facing features are delivered in lockstep with technical infrastructure.
• Cross-Functional Integration & Execution
  • Lead alignment across engineering, manufacturing, supply chain, IT, and service organizations.
  • Integrate customer feedback loops and service data into the execution model to drive continuous platform improvement.
  • Resolve cross-domain dependencies and execution gaps to maintain delivery momentum and prevent customer-facing service disruptions.
  • Maintain clear visibility into program health, risks, and dependency status for executive leadership.
• Governance & Organizational Scaling
  • Establish program governance, decision forums, execution cadences, and escalation paths.
  • Develop all customer success metrics, including CSAT (Customer Satisfaction) and Customer Service Index (CSI), system uptime, service response times, and financials as core program KPIs.
  • Work cross-functionally to help define service organization structure aligned to platform maturity and lifecycle needs.
  • Identify capability gaps and sequence hiring/organizational development to support platform growth and service excellence.

Qualifications

• Bachelor’s degree or equivalent combination of education and experience.
• 10+ years of experience in technical program management, systems integration, or large-scale operational program delivery.
• Experience leading complex, cross-functional programs spanning engineering, operations, and systems domains.
• Demonstrated ability to define operating models, governance structures, and execution frameworks.
• Strong stakeholder leadership skills with experience influencing senior leadership and cross-functional teams.

Requirements

• Experience in customer journey mapping, customer success management, or service excellence programs.
• Experience in energy systems, industrial platforms, or asset-based service environments.
• Experience building or scaling BESS service platforms, operating models, or lifecycle systems.
• Familiarity with service operations including field service, warranty, parts, and lifecycle support.
• Experience integrating enterprise systems such as ERP, telemetry, and service platforms.

Leadership Attributes

• Customer-obsessed leader who views technical platform delivery through the lens of the end-user experience.
• Visionary strategic thinker able to navigate rapidly evolving global energy storage markets.
• Highly organized and structured leader capable of managing complex dependencies in a startup-style environment.
• Strong communicator able to bridge the gap between technical engineering requirements and operational customer needs.

Location & Travel

• Flexible Location: This position is remote-friendly (U.S. locations) for candidates with a proven ability to deliver results outside of a traditional office environment.
• Significant Travel: This role may require travel to China to interface with manufacturing and engineering teams, as well as extensive travel across the US to collaborate with service partner sites and visit customer installations.

Benefits

• Immediate medical, dental, vision and prescription drug coverage.
• Flexible family care days, paid parental leave, new parent ramp-up programs, subsidized back-up child care and more.
• Family building benefits including adoption and surrogacy expense reimbursement, fertility treatments, and more.
• Vehicle discount program for employees and family members and management leases.
• Tuition assistance.
• Established and active employee resource groups.
• Paid time off for individual and team community service.
• A generous schedule of paid holidays, including the week between Christmas and New Year’s Day.
• Paid time off and the option to purchase additional vacation time.