About the team and role Welcome to our small but mighty TPM (Technical Program Management) team! We are the driving force that shapes how our company plans, prioritizes, and executes. As a Senior TPM, you will own program strategy and execution across our marketing organization, which owns two key pillars of work: Customer Operations and Brand Marketing.
Customer Operations is the pillar that reflects the voice of the customer back to the company, and the one that works to deliver an effortless customer support experience. You will partner with its leadership to drive the programs that connect that work to the rest of the company, from the voice of the customer program, to how that support experience is designed and delivered end to end, to the evolution of the operational model and team structure for Premium support.
Brand Marketing is the pillar that helps the company build and sustain brands people love and want to tell their friends about. You will act as the connector between brand strategy and product strategy and execution, working across stakeholders to design the processes, workflows, and tools that make sure the personality and identity of our brands are felt in the product itself and in our messaging and communications, which include larger brand campaigns as well as always-on communications.
You will drive the roadmap across both, connect them to the teams and leaders that depend on them, and bring a builder's instinct to the work, using AI and creative workflows to design better ways of running these programs.
About you You are a thoughtful opinionator: you hold strong, well-reasoned views and are capable of voicing them respectfully to anyone, at any level. You are a proactive communicator who identifies possible problems before they surface.
You are a relationship builder and organizational navigator at heart, adept at building bridges across teams and functions. You are comfortable working with customer experience, marketing, and creative teams as well as product and engineering, able to follow the substance and hold your own with the subject matter experts you partner with.
You care about customers and about the power of building strong brands. You understand what a great customer experience is worth to a company, and you are intellectually curious about how brand personality and identity show up in consumer-facing products. You have been part of efforts that connected brand strategy to how a product is built and experienced.
You are already working with AI, and you have a point of view on where the TPM craft is headed in an increasingly agentic world. You have changed how you operate because of it.
You are a continuous learner with a growth mindset and an appetite for unfamiliar problems. Lastly, you are a voracious reader with a passion for books and the written and spoken word in all its forms!
What you will do- Act like an owner: Be an owner of program strategy and execution across our Customer Operations and Brand Marketing pillars, and serve as the connective tissue between those pillars and the partners they depend on.
- Build relationships: Our TPM team thrives on collaboration. You will work closely with stakeholders at every level, from customer experience and marketing teams to engineers and executives, and your ability to build trust and align diverse perspectives will be central to what you can accomplish.
- Drive strategy: You will dive deep into the how and the why of your programs, developing plans that connect day-to-day execution to where these pillars need to go. Your judgment will shape how decisions get made.
- Decide what's worth doing: Partner with Customer Operations leadership to prioritize projects by customer impact, weigh them against team capacity, and defer or decline the rest. The customer's experience stays at the center of every tradeoff.
- Connect marketing and product: Act as a connector between our marketing organization and our product-centric teams, working across stakeholders to design the processes, workflows, and tools that make sure brand is part of our key releases, in the product experience itself and in the messaging and communications around it.
- Be a leader: Act as a leader within the TPM team. Identify opportunities to collaborate, share what works, and coach your teammates.
- Lead beyond your pillars: Our TPM team also owns cross-company processes like yearly planning. You will contribute to these shared efforts and take a leadership role in shaping them.
- Own the complexity: Drive multiple complex cross-functional programs simultaneously, and create scalable frameworks across pillars and functions to track work and communicate progress.
- Enable your drivers: Many of the people driving and contributing to Customer Operations initiatives are also handling day to day frontline work and escalations. You will plan around their real capacity and give them structure and support, rather than assigning tasks and chasing updates.
- Manage timelines: Lead the delivery timeline for your programs. Proactively identify risks and create mitigation strategies through workflows, communication, or resource allocation.
- Measure success: Proactively propose success metrics for yourself and your programs, and identify when those metrics are at risk.
- Build to move faster: Use AI and lightweight tooling to reduce the coordination tax on your teams. When you spot a manual, repetitive process, build something better.
- Improve how we work: Identify and drive process improvements at the team and cross-team level, so the whole organization delivers at a larger scale.
We're looking for- 5+ years of experience in a program management, operations, or equivalent role at a technology company.
- A track record of operating independently, leading through ambiguity, and navigating complex organizational dynamics.
- A structured approach to your work, paired with the judgment to know when to add process and when to remove it to reduce overhead and drive velocity.
- Experience partnering closely with customer operations, marketing, or brand teams, and connecting their work to product and engineering teams.
- An understanding of what great customer support is worth to a brand, and enough knowledge of brand to hold your own with marketers. You have worked with customer support teams, or know their workflows well enough to be a useful partner to them.
- A customer-first lens in how you make decisions, with the judgment to weigh customer impact against efficiency.
- Experience rolling out operational changes, such as process and tooling to a frontline team.
- Strong familiarity with the software development process, working with product and engineering teams from roadmapping through delivery.
- Experience working directly with product managers, engineers, marketers, and other subject matter experts.
- Hands-on experience using AI in your work, and a clear point of view on how it changes the program management craft. You have already adjusted how you operate because of it.
- Experience using data to identify problems and communicate solutions.
- The ability to work and partner successfully across multiple functions in an organization.
- Excellent communication and interpersonal skills.
- Exceptional attention to detail and the ability to understand and articulate the big picture.
- Distinctive problem-solving and analytical skills.
Bonus Points- You have held a program management role at a company where customer support sits at the heart of the brand.
- You have seen up close how great customer support works, even if you have not worked in it directly.
- You have run or helped run brand campaigns.
- You have worked in a brand or marketing role earlier in your career.
- You have designed AI workflows that enable customer operations or brand marketing teams to do their best work, whether that meant changing how a team handles its day-to-day or building something foundational they now can't imagine working without.
At Scribd, Inc., your base pay is one part of your total compensation package and is determined within a range. Our pay ranges are based on the local cost of labor benchmarks for each specific role, level, and geographic location. San Francisco is our highest geographic market in the United States.
In the state of California, the reasonably expected salary range is between $124,000 [minimum salary in our lowest geographic market within California] to $172,000[maximum salary in our highest geographic market within California].
In the United States, outside of California, the reasonably expected salary range is between $102,000 [minimum salary in our lowest US geographic market outside of California] to $164,000 [maximum salary in our highest US geographic market outside of California].
In Canada, the reasonably expected salary range is between $131,000 CAD[minimum salary in our lowest geographic market] to $152,000 CAD[maximum salary in our highest geographic market].
We carefully consider a wide range of factors when determining compensation, including but not limited to experience; job-related skill sets; relevant education or training; and other business and organizational needs. The salary range listed is for the level at which this job has been scoped. In the event that you are considered for a different level, a higher or lower pay range would apply. This position is also eligible for a competitive equity ownership, and a comprehensive and generous benefits package.
Are you currently based in a location where Scribd, Inc. can employ you? Employees must have their
primary residence in or near one of the following cities. This includes surrounding metro areas or locations within a typical commuting distance:
United States: Atlanta | Austin | Boston | Dallas | Denver | Chicago | Houston | Jacksonville | Los Angeles | Miami | New York City | Phoenix | Portland | Sacramento | Salt Lake City | San Diego | San Francisco | Seattle | Washington D.C.
Canada: Ottawa | Toronto | Vancouver
Mexico: Mexico City
Benefits at Scribd, Inc.- Scribd Flex (flexible work model)
- Comprehensive health, dental, and vision coverage
- Mental health support and disability coverage
- Generous paid time off, including vacation, sick time, holidays, winter break, volunteer time, and sabbaticals
- Paid parental leave and family support benefits
- Retirement matching and employee equity
- Learning and development programs and professional growth opportunities
- Wellness and home office stipends
- Complimentary access to the Scribd, Inc. suite of products
- Enterprise access to leading AI tools
