About this opportunity
Argyle Infotech lists this Technical Program Manager (TPM) - CRM Transformation & Customer Support opportunity in san mateo, California. Review the employer’s description below for duties, qualifications and application requirements.
Job description
Technical Program Manager (TPM) – CRM Transformation & Customer Support
Contract
Foster City, CA – Onsite (4 Days)
Zoox
Visa : (USC Preferred)
Role Overview: We are seeking an experienced Technical Program Manager (TPM) to lead a multi-phase customer support program spanning CRM transformation, Service Cloud enhancements, chatbot/AI initiatives, and agentic experiences to optimize operations. This role requires a hands-on program leader who can operate at both strategic and execution levels, driving cross-functional alignment across Product, Engineering, Business Operations, and Customer Experience teams. The ideal candidate brings 12+ years of experience managing complex, multi-workstream programs with a strong understanding of CRM ecosystems, customer lifecycle platforms and AI-based solutions.
Key Responsibilities
Program Leadership & Delivery
Lead end-to-end delivery of a large-scale customer support programs with multiple parallel workstreams and phased releases
Define program roadmap, milestones, dependencies, and success metrics aligned with business objectives
Drive execution across Service Cloud enhancements, chatbot platforms, AI initiatives, and marketing systems
Ensure on-time, high-quality delivery in a high-velocity, evolving environment
CRM & Customer Experience Transformation
Oversee enhancements to case management, service workflows, SLAs, and omni-channel support capabilities
Lead implementation and optimization of chatbots, virtual agents, and conversational AI platforms
Drive improvements in agent productivity, tooling, and workflow automation
Partner with business stakeholders to continuously enhance end-to-end customer journey and experience
AI & Automation Initiatives
Lead CRM-related AI/ML initiatives, including intelligent routing, predictive insights, and automation use cases Collaborate with data and engineering teams to embed AI capabilities into service and marketing workflows
Ensure scalability and measurable business impact of AI-driven features
Technical & Cross-Functional Coordination
Partner with Engineering to define architecture, integrations, APIs, and data flows across CRM and adjacent systems
Manage dependencies across CRM, data platforms, analytics, and third-party tools
Translate business requirements into technical execution plans and deliverables
Stakeholder Management & Governance
Act as the primary interface for executive stakeholders, business leaders, and engineering teams
Establish strong program governance including status reporting, risk management, and escalation handling
Drive alignment across global teams and ensure transparency on progress and challenges
Required Qualifications
12+ years of experience in Technical Program Management, with a focus on CRM or customer experience platforms
Proven track record of leading large, multi-phase transformation programs with multiple concurrent workstreams Strong experience with Salesforce Service Cloud or similar CRM platforms
Experience implementing chatbots, conversational AI, or customer self-service platforms
Deep understanding of agent workflows, case management, and customer support operations
Experience integrating CRM with marketing systems and data platforms
Strong technical acumen with understanding of APIs, system integrations, and scalable architectures
Exceptional stakeholder management and communication skills across technical and non-technical audiences
Preferred Qualifications
Experience with AI/ML use cases in CRM (predictive service, automation, personalization)
Background in high-growth, high-transaction environments (e.g., mobility, e-commerce, SaaS, or consumer platforms)
Familiarity with Agile/SAFe methodologies and program governance frameworks
Experience managing global, distributed teams
Key Success Metrics
Successful delivery of multi-phase CRM roadmap on time and within scope
Measurable improvements in agent productivity and customer satisfaction (CSAT)
Increased automation and self-service adoption via chatbot/AI solutions
Seamless integration across CRM, marketing, and data ecosystems
Strong stakeholder alignment and program transparency
This role is critical to enabling a scalable, intelligent, and customer-centric CRM ecosystem that supports rapid business growth. You will play a key role in shaping how we engage, support, and retain customers through technology, automation, and data-driven experiences.
Worksite address
san mateo, CA, 94409, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.