Senior Technical Project Manager

About The Role

We are seeking a hands‑on, strategic Senior Technical Program Manager to lead delivery across our business systems landscape. In this role, you will own cross‑functional programs from discovery through deployment, lead the administrators who keep our platforms running day to day, and get into the systems and data in detail. You will work with leaders across the company and serve as the primary escalation point for system incidents, releases, and vendor issues.

This is a hybrid role ideal for someone who is equally comfortable in the admin console and in the leadership meeting, and who can set direction for a team while still rolling up their sleeves.

Key Responsibilities

Program Leadership

• Own endtoend delivery of technical programs, from scoping and requirements gathering through testing, launch, and postlaunch support.
• Build and maintain roadmaps, release calendars, project plans, and status reporting for business systems work.
• Partner with leaders across Engineering, Finance, Customer Success, Product, and Marketing to prioritize competing demands and align on ownership, timelines, and outcomes.
• Surface risks, scope changes, and tradeoffs to leadership early, with clear recommendations.
• Manage technical resource allocation and capacity planning to ensure milestones are met.
• Communicate system changes to affected teams, including what changed, who is affected, and what they need to do.

Vendor and Platform Management

• Manage relationships with technology vendors and implementation partners, including escalations, root cause discussions, and roadmap alignment.
• Evaluate and recommend tools and integrations, and lead selection, implementation, and rollout when we add or replace systems.

People Leadership

• Directly manage, coach, and develop Business Systems Administrators, setting priorities and holding the team to clear standards for quality and responsiveness.
• Monitor workload distribution and flag bottlenecks, resource conflicts, and recurring support patterns.
• Build documentation, runbooks, and intake processes so the team scales and does not depend on any one person.
• Provide training and documentation to end users to ensure effective use of our systems.

Business Analysis and Process Improvement

• Evaluate and document business processes, identify pain points, and recommend improvements to department leaders.
• Build and analyze reports to understand trends, quantify issues, and provide insights to stakeholders, primarily using Salesforce and Google Sheets.
• Translate technical requirements into businessfriendly language and vice versa.

Incident Response and Operational Reliability

• Serve as the businessside lead during system incidents: validate impact, test fixes, and coordinate with engineering and thirdparty vendors.
• Keep stakeholders informed with clear, timely updates throughout an incident.
• Drive postincident followthrough, including root cause analysis, corrective actions, and data remediation so Customer Success and Care teams can identify and support affected customers.

Hands‑On Support

• Occasionally configure and maintain core business systems such as Salesforce, Shopify, and HubSpot, including storefront settings, payment options, fields, reports, workflows, and access rules.
• Dig into exceptions and errors, tracing issues through systems to arrive at root cause.
• Other duties as assigned.

Qualifications

Required

• 5+ years of experience in technical program management, business systems, or operations, preferably in a SaaS or subscription business.
• Handson experience configuring enterprise business systems such as Salesforce, an eCommerce platform, or a subscription and billing tool.
• Proven experience leading crossfunctional programs and incidents from start to finish.
• Demonstrated ability to partner with and influence Directors as a peer, including pushing back constructively.
• Prior experience managing administrators, analysts, or other technical staff, with a record of developing people.
• Strong understanding of project management methodologies (Agile, Scrum, or Waterfall).
• Proficient in Salesforce reporting and Google Sheets.
• Working knowledge of APIs and data integrations. You do not need to write production code, but you can hold your own with engineers.
• Excellent problemsolving, organizational, and written and verbal communication skills, including the ability to communicate with technical and nontechnical teams.

Preferred

• Familiarity with Salesforce, Zuora, NetSuite, HubSpot, and Shopify ecosystems.
• Salesforce Administrator Certification (ADM201) or PMP.
• Experience with ticketing systems (e.g., Jira, Zendesk).
• Experience with access control and compliance frameworks (e.g., SOC 2).
• Experience supporting nonprofit, ministry, or education customers is a plus.
• Interest in scaling systems and IT practices as the company grows.

What We Offer

• Competitive salary and benefits
• Flexible work environment
• Opportunities for professional growth and development
• Direct visibility to executive leadership
• Collaborative and supportive team culture
• Fully remote position