What are the responsibilities and job description for the Technical Program Manager - Service Cloud position at K&K Global Talent Solutions Inc.?
Job Description
Job Description
About the Role :
We are seeking a skilled and experienced Technical Program Manager (TPM) with a strong background in managing and delivering projects related to Service Cloud and customer service technologies. As a TPM, you will lead cross-functional teams, drive complex technical initiatives, and ensure successful delivery of Service Cloud projects that enhance customer engagement and operational efficiency.
Key Responsibilities :
Oversee the planning, execution, and delivery of technical programs focused on Service Cloud implementations and integrations.
Collaborate with stakeholders to define project scope, requirements, goals, and deliverables in alignment with business objectives.
Manage project timelines, risks, and dependencies, ensuring projects are completed on time and within budget.
Lead cross-functional teams, including engineers, product managers, and business analysts, to deliver scalable and effective solutions.
Partner with Salesforce administrators and developers to customize and optimize Service Cloud functionalities.
Act as a liaison between technical and non-technical teams, translating business needs into actionable technical requirements.
Ensure adherence to best practices in program management and Service Cloud configurations.
Provide regular updates to stakeholders on program status, risks, and opportunities for improvement.
Drive innovation by identifying opportunities to enhance customer service processes using Service Cloud features.
Foster a collaborative and agile work environment to drive program success.
Qualifications :
Bachelor's degree in Computer Science, Engineering, Business, or a related field. A Master's degree is a plus.
5 years of experience as a Technical Program Manager or in a similar role, managing technical projects.
Strong understanding of Service Cloud features, including case management, knowledge base, workflows, and reporting.
Excellent project management skills, including expertise in Agile / Scrum methodologies.
Proven ability to lead cross-functional teams and manage multiple priorities effectively.
Strong problem-solving and analytical skills with attention to detail.
Excellent communication and interpersonal skills to engage with technical and business stakeholders.
Familiarity with tools like Jira, Trello, or Asana for project tracking.
Preferred Qualifications :
Experience with integrating Service Cloud with other clouds or third-party applications.
Knowledge of customer support processes and CRM best practices.
Exposure to cloud-based technologies and SaaS platforms.
