Job Summary

Job Description - Program Delivery Manager (Partner Support) 

Role:

We are looking for an experienced Program Delivery Manager for our Technical Partner Support Operations. In this role, you will lead and coordinate a distributed team of Technical Support Engineers (TSEs) across multiple time zones, establish world-class support operations, and bridge the gap between external partners (Aggregators, Carriers, Brands, Developers) and internal cross-functional teams (Engineering, Product Management, and Executive Leadership.

The ideal candidate has technical understanding of API/messaging architectures with exceptional program management, risk management, team management and experience in managing stakeholders at all levels.

Responsibilities:

• Manage a team of Technical Support Engineers (TSEs) across diverse time zones to deliver seamless 24/7 or follow-the-sun technical support
• Drive operational excellence to ensure support is 100% accurate, high quality, and timely, consistently meeting strict SLAs/KPIs.
• Establish robust shift-handover protocols, workload balancing, on-call schedules, and quality assurance (QA) frameworks
• Build proactive strategies and operational improvements to steadily increase Partner CSAT (Customer Satisfaction), First Time Right Response, and reduce Mean Time-to-Resolution (MTTR).
• Lead incident post-mortems and Root Cause Analyses (RCAs), communicating findings transparently to both executive management and partner technical leaders
• Analyze incoming partner pain points, support tickets, and bug reports into structured feedback to improve the velocity and scale of the operations.
• Prepare and present operational health dashboards, SLA metrics, partner health summaries, and strategic initiatives to senior management.
• Build and refine end-to-end partner support workflows, case routing, runbooks, and developer-facing troubleshooting guides.
• Implement AI-driven tooling, automation, to optimize and improve resolution workflows and eliminate recurring support debt.

Qualification

Minimum Qualifications:

• Education: Bachelor’s degree in Computer Science, Engineering, Information Systems, or equivalent practical experience.
• Experience:
  • 5+ years of experience in Technical Program Management, Technical Account Management, or Support Engineering Operations.
  • 3+ years of experience leading or managing distributed technical support/operations teams across multiple geographic regions/time zones.
• Technical Acumen:
  • Strong understanding of REST APIs, Webhooks, JSON payloads, OAuth/Authentication, Cloud architectures (GCP/AWS), and modern web/messaging protocols.
  • Proven ability to debug API traffic, interpret network logs/telemetry, and translate technical bug details into actionable engineering tickets.
• Operational Expertise: Demonstrable track record of establishing SLAs, managing support ticketing systems (e.g., Jira, Zendesk, Salesforce Service Cloud), and driving measurable improvements in CSAT/NPS.
• Strong executive communication and presentation skills

Preferred Qualifications:

• Prior domain expertise in RCS (Rich Communication Services), RBM APIs, SMS/MMS aggregators, CPaaS platforms (e.g., Twilio, Sinch, Infobip), or Telecom/Carrier networks.
• Experience with data analysis tools (SQL, Looker, Tableau, BigQuery) to build custom metric pipelines and operational dashboards.
• Relevant certifications (PMP, ITIL, Agile/Scrum, Google Cloud Certified).

Key Responsibilities

Job Description - Program Delivery Manager (Partner Support) [E4.2]

Role:

We are looking for an experienced Program Delivery Manager for our Technical Partner Support Operations. In this role, you will lead and coordinate a distributed team of Technical Support Engineers (TSEs) across multiple time zones, establish world-class support operations, and bridge the gap between external partners (Aggregators, Carriers, Brands, Developers) and internal cross-functional teams (Engineering, Product Management, and Executive Leadership.

The ideal candidate has technical understanding of API/messaging architectures with exceptional program management, risk management, team management and experience in managing stakeholders at all levels.

Responsibilities:

• Manage a team of Technical Support Engineers (TSEs) across diverse time zones to deliver seamless 24/7 or follow-the-sun technical support
• Drive operational excellence to ensure support is 100% accurate, high quality, and timely, consistently meeting strict SLAs/KPIs.
• Establish robust shift-handover protocols, workload balancing, on-call schedules, and quality assurance (QA) frameworks
• Build proactive strategies and operational improvements to steadily increase Partner CSAT (Customer Satisfaction), First Time Right Response, and reduce Mean Time-to-Resolution (MTTR).
• Lead incident post-mortems and Root Cause Analyses (RCAs), communicating findings transparently to both executive management and partner technical leaders
• Analyze incoming partner pain points, support tickets, and bug reports into structured feedback to improve the velocity and scale of the operations.
• Prepare and present operational health dashboards, SLA metrics, partner health summaries, and strategic initiatives to senior management.
• Build and refine end-to-end partner support workflows, case routing, runbooks, and developer-facing troubleshooting guides.
• Implement AI-driven tooling, automation, to optimize and improve resolution workflows and eliminate recurring support debt.

Qualification

Minimum Qualifications:

• Education: Bachelor’s degree in Computer Science, Engineering, Information Systems, or equivalent practical experience.
• Experience:
  • 5+ years of experience in Technical Program Management, Technical Account Management, or Support Engineering Operations.
  • 3+ years of experience leading or managing distributed technical support/operations teams across multiple geographic regions/time zones.
• Technical Acumen:
  • Strong understanding of REST APIs, Webhooks, JSON payloads, OAuth/Authentication, Cloud architectures (GCP/AWS), and modern web/messaging protocols.
  • Proven ability to debug API traffic, interpret network logs/telemetry, and translate technical bug details into actionable engineering tickets.
• Operational Expertise: Demonstrable track record of establishing SLAs, managing support ticketing systems (e.g., Jira, Zendesk, Salesforce Service Cloud), and driving measurable improvements in CSAT/NPS.
• Strong executive communication and presentation skills

Preferred Qualifications:

• Prior domain expertise in RCS (Rich Communication Services), RBM APIs, SMS/MMS aggregators, CPaaS platforms (e.g., Twilio, Sinch, Infobip), or Telecom/Carrier networks.
• Experience with data analysis tools (SQL, Looker, Tableau, BigQuery) to build custom metric pipelines and operational dashboards.
• Relevant certifications (PMP, ITIL, Agile/Scrum, Google Cloud Certified).

Skill Requirements

Other Requirements