Role OverviewA MelodyArc Principal Technical Program Manager (TPM) runs delivery for a core area of the platform. You build the plan, drive technical design to closure with engineering, clear blockers, and hold the launch gate. Product owns strategy, roadmap, and requirements; you own the plan that delivers them.
The work is technical. You read the design doc, find the dependency nobody raised, trace the integration that keeps failing, and query the telemetry yourself. You operate across engineering, Deployment Strategists, and customer teams, inside live enterprise deployments where reliability, security, and adoption are the bar.
The Impact You Will Have - Program plan and critical path: Own the delivery plan for a core product area. Map dependencies across engineering, deployment, and customer teams. Sequence milestones, track the critical path, and hold teams to dates.
- Technical design: Drive the technical design review to closure with engineering. Reason about APIs, webhooks, event flows, data contracts, permissions, reliability, and observability.
- Unblocking: Run down integration failures, environment issues, data access, third-party dependencies, and cross-team conflicts. Escalate with a recommendation, not a status.
- Release readiness: Define readiness criteria and launch gates with Product and engineering. Own rollout plans, staged deployment, rollback paths, and go/no-go.
- Evaluation and defect flow: Stand up the feedback loop for agentic workflows. Route task outcomes, transcripts, exceptions, and user feedback into triage, and drive defects to closure against the quality bar Product sets.
- Instrumented execution: Use SQL and telemetry to track delivery health, adoption, and regression. Report from data.
- Communication: Own status to leadership and customers. Surface risk early with options and a recommendation.
- Scale impact: Contribute reusable delivery patterns, templates, and operating practices, and channel field feedback to Product.
Basic Qualifications - 8+ years in technical program management, delivery leadership, or software engineering, including ownership of enterprise or platform releases.
- A substantial hands-on technical foundation. You can independently write and read SQL, work with JSON and APIs, understand webhooks and event-driven integrations, inspect code when needed, and build or modify lightweight prototypes. Experience with Python, JavaScript/TypeScript, Node.js, or comparable tooling is strongly relevant.
- Track record driving programs from design review through production in environments where reliability, data quality, security, and latency matter.
- Experience delivering AI or ML systems into production. You treat evaluation, guardrails, and human-in-the-loop design as delivery scope.
- Command of dependency management, risk tracking, and escalation.
- Comfort working directly with customer technical teams and business operators. You can build trust with senior leaders while also getting specific enough with practitioners to understand what is really happening.
- Exceptional written and verbal communication. You bring structure to ambiguity, make technical choices legible to non-technical stakeholders, and create alignment without waiting for every detail to be handed to you.
- A high-ownership, low-ego working style. You enjoy moving between planning and detailed execution, and you do not let an important deliverable stall because it sits outside a narrow job description.
- Based in the United States with professional working proficiency in English.
Preferred Qualifications - Experience with agentic AI products, LLM evaluation, or production systems combining automation with human review.
- Experience delivering on configurable, multi-tenant platforms or complex enterprise integrations.
- Domain experience in customer service operations, contact-center technology, or other high-volume business-process operations.
- Experience supporting customer deployments, technical integrations, or forward-deployed work.
- Secure SDLC practices aligned with SOC 2 Type II or similar.
- Prior founder, early-team, or top-tier consultancy experience.
Location Remote (United States). Some travel to customer sites may be required.
