Technical Program Manager CX Tooling

📋 Description

• Own and prioritize the CX tech roadmap across ticketing, CRM, AI automation, and integrations
• Configure, evaluate, and continuously improve Decagon AI agents to increase automated resolution
• Translate operational pain points from CX teams into clear, buildable requirements for Engineering
• Lead tooling rollouts from kickoff through launch, coordinating across Engineering, Operations, and
• Partner with product Engineering on the integrations CX depends on, including API connections
• Administer CX platforms day to day, owning access controls, configuration changes, and change

🎯 Requirements

• 4 or more years in CX systems, technical program management, or a directly comparable role.
• Hands-on admin experience with at least one major support platform such as Zendesk, Salesforce
• Proven experience deploying AI agents or automation in a support context, including owning the
• Comfortable working with APIs, webhooks, and integrations at a level where you can design a
• Strong program management skills across multiple concurrent projects, with a track record of
• Clear written and verbal communication with both technical and non-technical audiences.

🎁 Benefits

• Competitive salary & equity
• Unlimited PTO
• Full Health, Vision, & Dental coverage
• 401k match
• Hardware setup: new MacBook Pro, big display, & accessories