Technical Program Lead - Customer Experience

Job Description:

We are looking for an experienced Technical Program Lead to drive strategic, cross-functional technology programs focused on customer experience and digital products.

The role will work closely with Product, Engineering, Design, Data, and Business teams to ensure successful delivery of high-impact initiatives.

Key Responsibilities:

1) Lead end-to-end execution of complex, cross-functional technology programs across customer-facing products.

2) Work closely with Product and Engineering teams to define program scope, objectives, milestones, and delivery plans.

3) Drive program planning, execution, tracking, and governance to ensure timely and high-quality delivery.

4) Manage dependencies across multiple product and technology teams and proactively identify and mitigate risks.

5) Develop and maintain program roadmaps, timelines, metrics, and status reporting.

6) Work closely with engineering teams to understand technical dependencies, challenges, trade-offs, and delivery risks.

7) Partner with Product teams to translate customer and business requirements into executable programs.

8) Drive initiatives aimed at improving customer experience, digital journeys, engagement, conversion, and overall product performance.

9) Establish effective stakeholder communication and ensure alignment across Product, Technology, Business, and other relevant teams.

10) Track program outcomes and use data and insights to identify areas for improvement.

11) Proactively identify bottlenecks and drive resolution through effective stakeholder management and problem-solving.

12) Present program progress, key risks, dependencies, and outcomes to senior leadership.

Desired Skills & Experience

- 8-12 years of overall experience, with strong experience in Technical Program Management / Program Management within technology-driven organizations.

- Strong understanding of technology, software development lifecycle, product development, and engineering processes.

- Experience managing complex programs involving multiple technology and product teams.

- Strong exposure to customer-facing digital products and customer experience initiatives.

- Ability to work effectively with senior Product, Engineering, and Business -stakeholders.

- Strong project/program planning, execution, prioritization, and stakeholder management skills.

- Excellent analytical and problem-solving abilities.

- Strong communication and leadership skills with the ability to influence cross-functional teams.

- Ability to operate effectively in a fast-paced, high-growth environment.

Preferred Experience

- Experience in consumer internet, fintech, insurtech, e-commerce, BFSI, or other digital product organizations.

- Exposure to large-scale customer-facing platforms, digital journeys, conversion optimization, personalization, onboarding, or customer engagement initiatives.

- Experience working in an environment with multiple products, technology teams, and complex cross-functional dependencies