Technical Program Manager

Technical Program ManagerThe Technical Program Manager is an individual contributor responsible for implementing portfolio management processes, configuring work management systems, and delivering data analytics that enable portfolio visibility and decision-making. Reporting to a Process or Software Director, this role translates strategic portfolio objectives into operational reality through hands-on process design, workflow engineering, and metrics development.Portfolio Process ImplementationDesign and implement standardized intake workflows, prioritization frameworks, and governance processesCreate comprehensive documentation including RACI matrices, SOPs, workflow diagrams, and training materialsEstablish quarterly planning mechanics including PI Planning ceremonies, capacity sessions, and retrospectivesDrive process adoption through change management, training delivery, and creation of self-service knowledge basesConduct process audits, implement corrective actions, and maintain process versioningPartner with Agile coaches to integrate portfolio processes with team-level ceremoniesWorkflow Tool EngineeringConfigure organizational structures, boards, queries, dashboards, and work item hierarchiesImplement automation rules, pipeline integrations, and custom process templatesCreate stakeholder-specific dashboards and queries using native widgets and Power BI integrationUser Support & Training:Provide Tier 2/3 technical support for complex tool platform issues (Azure Devops, Jira, PowerBI, etc)Develop and deliver training programs from basic orientation to advanced configurationCreate comprehensive documentation including guides, FAQs, and video tutorialsEstablish office hours and mentor Portfolio Analysts on platform capabilitiesData Analytics & Business IntelligenceArchitect dashboard suites for executives, program managers, and delivery teamsImplement portfolio health dashboards tracking initiatives, milestones, risks, and budgetDeploy DORA metrics (deployment frequency, lead time, MTTR, change failure rate)Establish flow metrics (cycle time, throughput, WIP, flow efficiency)Generate budget tracking reports with variance analysis and burn-rate projectionsCreate executive presentations distilling complex data into clear narrativesImplement data validation rules, quality scoring, and data dictionariesDevelop predictive models for project completion forecastingPortfolio CoordinationCoordinate logistics for quarterly planning eventsDocument governance meetings and track action itemsMaintain master schedules and identify scheduling conflictsSupport vendor management and change management communicationsLead PI Planning, sprint ceremonies, and continuous improvement initiatives for the Biller PortfolioGuide software initiatives from concept to launch ensuring alignment with strategic objectives and business outcomesOversee SDLC execution from requirements through development, testing, release, and post-launch optimizationEducationBachelor's degree in Business, Computer Science, Information Technology, Engineering, or related fieldEquivalent experience (5+ years) may substitute for degreeExperience2-5 years in program management, portfolio operations, or PMO functionsHands-on experience administering Azure DevOps, Jira, or SmartsheetExperience configuring workflows, dashboards, and reports in work management systemsExperience with Power BI, Tableau, or similar BI toolsExperience supporting agile teams (Scrum, Kanban, SAFe)Experience implementing or improving portfolio management processesTechnical SkillsWorkflow Tool Administration:Strong proficiency in Azure DevOps (boards, queries, dashboards, process templates)Strong proficiency in Jira (workflow designer, schemes, JQL, automation, Portfolio)Working knowledge of Smartsheet and API/webhook conceptsData & Analytics:Advanced Excel (pivot tables, VLOOKUP, Power Query, macros)Proficiency with Power BI (data modeling, DAX, visualization)Strong SQL skills for querying databasesUnderstanding of data quality and validation principlesUse of AI for analytics, analysis and content preparationMethodologies:Portfolio management (balancing, prioritization, capacity management, governance)Agile methodologies (Scrum, Kanban, SAFe)ITIL/ITSM frameworksPMI/PMBOK principlesDevOps practicesMetrics:Flow metrics (cycle time, lead time, throughput, WIP)DORA metrics and engineering productivity measurementCapacity planning and resource loadingFinancial metrics (NPV, ROI, burn rate, variance analysis)Professional SkillsStrong analytical and problem-solving abilitiesExcellent written and verbal communicationAbility to adapt communication style to different audiencesFacilitation skills for working sessionsAttention to detail in configuration and documentationCustomer-service orientationWorks independently with minimal supervisionPreferred QualificationsAdvanced degree (MBA, MS in related field)3-5+ years of portfolio management operations experiencePMP, CAPM, or agile certifications (CSM, SAFe, PMI-ACP)Atlassian or Microsoft platform certificationsPower BI or data analytics certificationsITIL Foundation or Lean Six Sigma certificationsExperience in payments, financial services, or regulated industriesProgramming/scripting knowledge (Python, PowerShell, Groovy)Intermediate SQL skillsExperience implementing DORA or flow metrics programsExperience with enterprise portfolio management tools (Planview, ServiceNow PPM)CompetenciesTechnical:Process design and implementationSystems configuration and administrationData analysis and visualizationPortfolio and agile methodologiesProfessional:Communication excellenceStakeholder collaborationProblem-solving and critical thinkingContinuous improvement mindsetAccountability and ownershipAdaptability and resilienceWork EnvironmentHybrid work model (2-3 days in-office per week)Candidates based in Omaha, NE or Norcross, GA strongly preferredStandard office environment with ergonomic workstation80% computer work, 15% meetings, 5% learning/developmentMinimal travel (5-10% annually)Prolonged computer use with repetitive keyboard/mouse workEqual Opportunity StatementACI Worldwide is an Equal Opportunity Employer. All qualified applicants receive consideration without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, genetics, disability, age, or veteran status.Legal DisclaimersCompliance & Ethics: Adherence to ACI's Code of Business Conduct and Ethics required. Complete annual compliance training.Security & Data Protection: This position involves access to sensitive information. Comply with ACI's security policies and data protection regulations