Job Title: Technical Program Manager – Workforce Management Implementation
Location: Remote (U.S. only)
Hourly Pay Rate: $65/hr W2 (contract)
Contract Duration: 6 months (possible extension or contract-to-hire based on performance and budget)
Schedule: Full-time (40 hours per week, standard business hours)
Introduction
We are seeking an experienced Technical Program Manager to lead the implementation of a new Workforce Management (WFM) system. This role will work across business and technical teams to ensure a successful rollout, integration with existing customer support systems, and long-term operational success. The ideal candidate has strong technical program management experience in large, complex organizations, is highly collaborative, and thrives on navigating cross-functional challenges.
Required Skills & Qualifications
- 5+ years of experience in technical project or program management
- Proven ability to lead enterprise technology implementations across multiple teams
- Strong communication and prioritization skills, with experience managing trade-offs and executive updates
- Demonstrated success working with customer experience or customer support organizations
- Experience applying Agile, Lean, ITIL, or process improvement frameworks
- Skilled in stakeholder management, cross-functional collaboration, and technical coordination
- High proficiency in Jira, Slack, and Google Suite
- BA/BS in Engineering, Computer Science, Business Administration, or related discipline (or equivalent work experience)
- Must be authorized to work in the U.S. (no sponsorship)
Preferred Skills & Qualifications
- Workforce Management (WFM) systems experience or prior partnership with WFM operations teams
- Technical background with progression into program management roles
- Experience in financial services, fintech, or other large enterprise environments
Day-to-Day Responsibilities
- Lead the end-to-end WFM implementation across customer support and compliance operations
- Partner with stakeholders to gather requirements and represent business needs with vendors and technical teams
- Coordinate integration of WFM with existing systems including case management, quality management, and learning & development platforms
- Develop and manage project timelines, risk trackers, decision logs, and status reporting
- Facilitate cross-team collaboration across engineering, compliance, security, IT, and customer experience teams
- Own UAT/testing and change management processes, including communication and training
- Manage the go-live transition and establish steady-state processes for long-term system sustainability
- Provide ongoing governance of WFM system features, intake, and prioritization of enhancements
- Support related platform initiatives within the CX operations ecosystem
Company Benefits & Culture
- Competitive hourly pay with strong extension or conversion potential
- Fully remote role with cross-functional exposure to enterprise-wide initiatives
- Opportunity to influence the future of workforce management systems in a high-growth, technology-driven company
- Fast-paced, collaborative culture that values innovation, agility, and customer experience excellence
#LI-CW1 #TECH #REmote
