Lead Technical Program Manager

Technical Program Manager

We are looking for an experienced technical program management professional to conceptualize, rationalize, and drive multiple simultaneous projects to deliver engineering work across the Mastercard Global Customer Care (GCC) portfolio. GCC owns the overall customer experience strategy for Mastercard. As a GCC technical program manager (TPM), you will work with engineering teams who deliver our Telecom, IVR, WFM and CRM case management contact center solutions.

Teams operate in a SAFe agile methodology planning work in 10-week Program Increments (PI). Responsibilities include, leading projects, managing dependencies, conducting weekly status meetings, ad-hoc working sessions, developing project plans, executing/monitoring plan, mitigating risks, escalating issue/risks, milestone tracking and the ability to conduct meetings across the globe with a global workforce.

Overview

• Responsible for planning, execution, and delivery, from inception to completion, for an existing technology product or program
• Proactively manages the end-to-end delivery of engineering work though the engineering team and all dependent organizations
• Reports on progress, ensuring dependencies are covered
• Operates between teams and architectures overseeing the gaps between teams, processes, and systems, while removing all blocking issues leading to a successful delivery

Responsibilities

• Plan and manage a group of related technology projects or activities in a coordinated way from inception through successful delivery
• Deep understanding of the design approaches and technologies utilized in your area
• Focus on the customer experience, the build and delivery processes and the problems to be solved
• Work across multiple scrum teams (may be cross-cutting across products, scrum teams, and/or technologies or work may be vertically focused on a single product or feature set)
• Align dependent organizations and remove/mitigate all blocking issues
• Work directly with external to the organization or external to Mastercard technology providers and customers
• Work with limited guidance, seeking guidance as needed because the product and delivery strategy is defined. The design is not.
• Deep understanding of the business and technical requirements for the solutions being built
• Understand the needs of the engineers and technical operations teams who have to build, maintain, and operate the system for the life of the system
• Recognize complex designs and propose simplified solutions by working with software design engineers, principals and TPMs
• Help customers and the engineering teams make trade-off decisions by considering all of the data including business goals, technical platform strategy, customer experience and maintainability. You identify blocking issues and manage their resolution.