Outreach

Senior Technical Program Manager, Support Operations

Outreach

full-time

Posted on:

Location Type: Hybrid

Location: Prague • Czech

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Job Level

Senior

About the role

  • Drive impactful, scalable tooling.
  • Identify opportunities to streamline workflows and improve support systems through automation and custom-built tools.
  • Create and manage technical execution plans, mapping dependencies and coordinating delivery across engineering teams.
  • Turn data into action.
  • Analyze support and product data to identify insights, guide priorities, and measure success.
  • Partner with engineering on instrumentation, logging, and telemetry to ensure tools are reliable and generate high-quality insights.
  • Own the product lifecycle.
  • Define requirements, collaborate with engineering, and iterate through testing.
  • Validate end-to-end flows in staging, review API behaviors, and ensure integrations function across systems.
  • Enable operational and cross-functional excellence.
  • Use your understanding of relevant tools (Freshdesk, Zendesk, Salesforce, JIRA) to build systems that improve agent productivity and cross-team collaboration.
  • Apply systems thinking to understand upstream/downstream impacts and avoid regressions during integration.
  • Drive AI-powered innovation.
  • Identify opportunities for AI-driven improvements and help implement them thoughtfully.
  • Contribute to data readiness, model integration, and guardrails for safe, effective deployment.
  • Lead with clarity and momentum.
  • Ensure alignment, communication, and delivery across teams.
  • Surface risks early, manage RAIDs, influence technical decisions, and guide solutions that scale with long-term architectural needs.

Requirements

  • - Strong analytical mindset and comfort with data-driven decision-making
  • - Experience in product development or operations with close collaboration across engineering teams
  • - Hands-on knowledge of support, workflow, and reporting tools (Freshdesk, Zendesk, Salesforce, JIRA)
  • - Deep technical fluency: A strong understanding of how modern systems and integrations work, enabling clear communication and alignment with engineering
  • - Ability to engage with engineering on design reviews, technical planning, and architectural direction
  • - Systems-thinking: ability to map dependencies, sequence integrations, and manage risk across complex programs
  • - Familiarity with AI technologies and interest in applying them in operational environments
  • - Exceptional program and project management skills, with strong communication, organization, and execution discipline
  • - Customer-first mindset and empathy for support teams, balancing efficiency with human-centered design
Benefits
  • ● Amazing working space with a running track on its roof
  • ● Flexible time off, 5 weeks of vacation, and 5 annual sick days
  • ● 4% employer supplemental pension monthly contribution
  • ● Private medical care for employee and spouse with Program Health Plus
  • ● Life insurance at 2x annual salary
  • ● 5.000 CZK monthly allowance for meal vouchers, flexipasses and other personal expenses
  • ● 16 weeks of annual top up maternity leave pay or 8 weeks of fully paid paternity leave
  • ● Opportunity to be part of company success via the RSU program
  • ● Diversity and inclusion programs that promote employee resource groups like OWN+ (Outreach Women's Network), Adelante (Latinx community), OBX (Outreach Black Connection), Mosaic (AAPI community), Pride (LGBTQIA+), Gender+, Disability Community, and Veterans/Military
  • ● Employee referral bonuses to encourage the addition of great new people to the team
  • ● Fun company and team outings because we play just as hard as we work
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data analysisautomationproduct lifecycle managementAPI integrationAI technologiessystems thinkingtechnical execution planningworkflow optimizationinstrumentationtelemetry
Soft Skills
analytical mindsetcommunicationorganizationproject managementcustomer-first mindsetempathycollaborationrisk managementinfluenceexecution discipline