Technical Program Manager - Professional Services Systems & Process Optimization
Overview
We are seeking an experienced, self-directed Technical Program Manager to improve the systems, processes, and applications that support a growing Professional Services organization. This is a high-visibility role focused on identifying operational improvement opportunities, designing scalable solutions, and helping teams improve efficiency through data-driven decision-making, process optimization, and automation.
The ideal candidate has a strong background in business analysis, technical program management, systems design, and stakeholder management. This person will own one or more major process and systems areas, balancing quick-win improvements with longer-term operational and technology strategy.
Key Responsibilities

• Own and improve key business processes, systems, and operational workflows supporting Professional Services teams.
• Gather, aggregate, document, and prioritize business and technical requirements from cross-functional stakeholders.
• Analyze business processes, data, and system performance to identify inefficiencies, risks, and improvement opportunities.
• Design and visualize functional and technical solutions in partnership with business, operations, and technical teams.
• Lead detailed process optimization and redesign efforts to improve scalability, productivity, and operational effectiveness.
• Develop recommendations based on data analysis, root cause analysis, and stakeholder feedback.
• Define and measure program effectiveness, system adoption, and organizational productivity.
• Support the development of short-term efficiency improvements and longer-term systems strategy.
• Act as a subject matter expert for assigned functional areas and provide training to internal teams.
• Conduct regular system audits to ensure data accuracy, completeness, and process compliance.
• Partner with global operations, field teams, and technical stakeholders to support system deployments and process improvements.
• Create clear documentation, reports, presentations, and written recommendations for senior leadership.
• Support Agile/Scrum development processes and large-scale systems deployments.

Required Qualifications

• Bachelor's degree required.
• 5+ years of experience in business analysis, technical program management, systems design, process improvement, or a related field.
• Strong experience gathering and translating business requirements into functional and technical solutions.
• Experience with detailed business process optimization, workflow design, and systems improvement initiatives.
• Experience supporting Professional Services operations, automation initiatives, or similar service delivery environments.
• Demonstrated experience with data analysis, visualization, and using data to support recommendations and decision-making.
• Experience managing stakeholders across business, operations, and technical teams.
• Experience supporting large systems deployments and process change initiatives.
• Familiarity with Agile/Scrum development methodologies.
• Strong written and verbal communication skills, including the ability to present complex findings to senior leaders.
• Ability to manage competing priorities and work effectively in a fast-paced environment.

Preferred Qualifications

• Experience with Salesforce or similar CRM platforms.
• Experience with Certinia/FinancialForce Professional Services Automation or another PSA platform.
• Experience working in a high-growth technology environment.
• Master's degree preferred.
• Strong analytical, critical thinking, and problem-solving skills.
• Ability to communicate technical information clearly to both technical and non-technical audiences.

Top Skills

1. Requirements Gathering - Ability to collect, document, prioritize, and translate business and technical requirements into scalable solutions.
2. Process Optimization & Design - Experience analyzing workflows, identifying inefficiencies, and designing improved business processes and systems.
3. Professional Services Automation - Experience supporting Professional Services operations, automation tools, CRM platforms, or PSA systems.

Success Profile
Successful candidates are highly analytical, self-driven, and comfortable owning ambiguous problems from discovery through implementation. They are strong communicators who can partner with stakeholders across technical and business teams, use data to support recommendations, and drive meaningful process and systems improvements. The ideal candidate demonstrates ownership, urgency, and a bias toward action while balancing immediate operational needs with long-term scalability.

#LI-MB1