Director Consulting

• *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**
• ---------------------

• *Must Have Skill**
• ------------------

Program Management,RESTAPI,Stakeholder Management,GCP Cloud Architect

• *Good to Have Skill**
• ---------------------

• *Other Requirements**
• ---------------------