Director, Technical Program Management

Available Locations: Austin TX or Lisbon Portugal or London UK

About the Team:

Technical Program Managers at Cloudflare are part of the Technical Program Management Office (PMO). We are data-driven technical process improvement experts who enjoy bringing people together to form an amazing team and driving them towards successful delivery. We are passionate about technical program management and are the hubs bringing all of our departments.

What Youll Do:

Cloudflare is looking for a dynamic and passionate leader to join our Technical Program Management Office (PMO). This role will mainly support initiatives related to the Customer Support organization with potential to take on additional cross-departmental portfolio of programs. The ideal candidate will partner with the regional Customer Support leadership to define scope and measure strategic programs that will have a direct impact on the success of the Customer Support and other business impacting initiatives. They will be responsible for leading all major programs for their area with emphasis on tooling process improvement customer satisfaction and delivery quality.

The ideal candidate thrives in the gray. You are a master of context switching capable of pivoting instantly from high-level strategic planning to urgent tactical problem-solving. You are process and data-driven enjoy bringing people together to form an amazing team and driving them towards successful delivery. You must also be an expert negotiator comfortable in a fast-paced environment and willing to pivot quickly as business needs change. You are passionate about technical program management and growing next generation leaders in this field.

Responsibilities:

• Manage and mentor a team of Technical Program Managers (TPMs) fostering a culture of high performance and continuous improvement
• Collaborate with Customer Support leadership to define the strategic direction vision and roadmap of programs for their organization acting as a trusted advisor to help navigate evolving business needs.
• Masterfully manage competing priorities and context switch seamlessly between projects ensuring the team focuses on the most critical initiatives even as requirements change.
• Identify bottlenecks areas for improvement and develop proposals that provide recommendations to drive change
• Turn recommendations into strategic initiatives to streamline operations and enhance productivity across multiple organizations
• Work with the AI PM to implement AI-powered automation and copilot solutions and AI-driven self-service for customers to solve their own product issues
• Ensure your team of TPMs follows the standard SDLC for Support Tooling adhering to a consistent approach to requirements gathering UAT and deployment across the TPM team
• Work alongside Customer Support Regional leaders to design align on and deploy process change for global consistency in delivery with a focus on customer satisfaction
• Define monitor and report on program impact including key success metrics and KPI improvement
• Comfortable managing a team that spans multiple geographies and disciplines and building out responsibilities

Requirements:

• 710 years in Support Strategy Technical Program Management Business Operations or Strategic Program Management roles in fast-paced B2B SaaS or enterprise tech companies with at least 5 years managing people
• 7 - 10 years experience working with engineering or other technical teams managing technical roadmaps and prioritizing against competing initiatives
• Track record of supporting global or large-scale Support organizations with strategy program execution and leading cross functional initiatives
• Deep knowledge of Salesforce BI Tools (Tableau Power BI) Jira and Confluence
• Operational mindset with a strategic outlook able to both zoom in and out
• Exceptional written and verbal communication; can simplify complexity into clear business narratives
• Comfortable navigating ambiguity and setting direction in evolving environments.
• Ability to thrive and be flexible in a fast-paced environment
• Experience supporting global teams and rolling out programs and change management
• Familiarity with Cloudflare Product sets or networking/security/cloud infrastructure domains

What Makes Cloudflare Special

Were not just a highly ambitious large-scale technology company. Were a highly ambitious large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet.

Project Galileo: Since 2014 weve equipped more than 2400 journalism and civil society organizations in 111 countries with powerful tools to defend themselves against attacks that would otherwise censor their work technology already used by Cloudflares enterprise customers--at no cost.

Athenian Project: In 2017 we created the Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free so that their constituents have access to election information and voter registration. Since the project weve provided services to more than 425 local government election websites in 33 states.

1.1.1.1: We released 1.1.1.1 to help fix the foundation of the Internet by building a faster more secure and privacy-centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer-focused service Cloudflare has ever released. Heres the deal - we dont store client IP addresses never ever. We will continue to abide by our privacy commitment and ensure that no user data is sold to advertisers or used to target consumers.

Sound like something youd like to be a part of Wed love to hear from you!

This position may require access to information protected under U.S. export control laws including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license.

Cloudflare is proud to be an equal opportunity employer. We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness. All qualified applicants will be considered for employment without regard to their or any other persons perceived or actual race color religion sex gender gender identity gender expression sexual orientation national origin ancestry citizenship age physical or mental disability medical condition family care status or any other basis protected by law. We are an AA/Veterans/Disabled Employer.

Cloudflare provides reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job. Examples of reasonable accommodations include but are not limited to changing the application process providing documents in an alternate format using a sign language interpreter or using specialized equipment. If you require a reasonable accommodation to apply for a job please contact us via e-mail at or via mail at 101 Townsend St. San Francisco CA 94107.