Manager - Customer Interaction Suite

About the role

A Technical Program Manager (TPM) is responsible for leading the end-to-end delivery of complex technology programs, including product development, deployment, and lifecycle management for communication platforms such as SMS, WhatsApp, Email, RCS and Voice solutions. The role acts as a bridge between Product, Engineering, Operations, Sales, and Customer Success teams to ensure successful implementation and adoption of products.

Key Responsibilities

• Drive the planning, execution, and delivery of technical programs and product initiatives.
• Manage the complete product lifecycle for SMS, WhatsApp Business, Email, and Voice communication platforms.
• Lead product deployment, implementation, onboarding, and rollout activities across customers and internal stakeholders.
• Coordinate with Engineering, Product, Operations, Security, Compliance, and Business teams to deliver solutions on time.

Define program scope, timelines, milestones, dependencies, and success metrics.

• Manage customer integrations, platform migrations, and deployment strategies.
• Identify and mitigate risks, resolve blockers, and ensure smooth execution.
• Track program KPIs, adoption metrics, service performance, and customer satisfaction.
• Drive process improvements, automation, and operational excellence initiatives.
• Provide executive-level reporting and stakeholder communication.

Required Skills

• Strong program and project management experience.
• Good understanding of CPaaS (Communications Platform as a Service) products including SMS, WhatsApp Business API, Email, and Voice solutions.
• Experience managing product deployments, customer implementations, and platform integrations.
• Knowledge of APIs, cloud platforms, system architecture, and enterprise software delivery.
• Strong stakeholder management, communication, and leadership skills.
• Experience with Agile, Scrum, and product development methodologies.
• Excellent problem-solving, risk management, and analytical abilities.

Success Metrics

• Successful delivery and deployment of communication products.
• On-time program execution and customer go-live completion.
• Platform adoption and utilization growth.
• Service reliability, uptime, and operational efficiency.
• Customer satisfaction and business impact.
• Effective management of risks, dependencies, and stakeholder expectations.

One-line Summary: A TPM drives the development, deployment, and adoption of SMS, WhatsApp, Email, and Voice products, ensuring seamless execution of technical programs, customer implementations, and business outcomes across cross-functional teams.

Required Skills

• customer interaction suite
• customer interaction management
• program management
• customer success management
• onboarding
• cpaas
• communications platform as a service
• product development
• product management
• apis
• cloud