Technical Program Manager

Rays Techsolutions Inc. - San Jose, CA

Full-time - Mid Level

San Jose, CA

About the position

The Technical Program Manager (TPM) will lead strategic initiatives focused on customer retention within the Retention team. This role involves collaborating across various functions to design, implement, and optimize programs aimed at enhancing customer engagement and reducing churn. The TPM will serve as a bridge between technical and business teams, managing project timelines, ensuring data accuracy, and developing insights to improve retention metrics.

Responsibilities

• Lead retention-related programs from inception to delivery, ensuring alignment with company goals and customer retention targets.
• Develop and maintain a comprehensive roadmap for retention initiatives, prioritizing projects based on impact, feasibility, and alignment with strategic goals.
• Collaborate closely with Product, Engineering, Data Science, and Marketing teams to define requirements, set milestones, and ensure smooth execution of retention strategies.
• Work with data teams to integrate customer data across various platforms, ensuring data accuracy and leveraging insights to drive actionable strategies that enhance retention.
• Identify, develop, and implement process improvements for faster deployment, enhanced customer targeting, and more personalized retention campaigns.
• Advocate for the customer by incorporating user feedback and testing into retention programs, identifying pain points, and recommending solutions.
• Own project timelines, budget, and resources, managing risks and dependencies to deliver retention programs on time and within scope.
• Act as the primary point of contact for retention initiatives, providing regular updates to leadership and cross-functional partners on program status, challenges, and successes.
• Establish KPIs to measure the effectiveness of retention programs and generate reports on metrics such as churn rate, customer lifetime value, and engagement levels.

Requirements

• 5+ years of experience in Technical Program Management, Product Management, or a related role, with a strong focus on customer retention or lifecycle management.
• Familiarity with data integration, API development, and experience working with data storage solutions (e.g., SQL, NoSQL, cloud storage).