Technical Integrations and Tools Program Manager

Technical Integrations and Tools Program Manager

Requirements

• Bachelor’s degree in a relevant technical field or equivalent experience.
• 2-3 years of proven experience in a technical program role related to a customer service environment, technical support team, systems support team, or similar function.
• 1-2 years of proven experience in managing and implementing integrations for a variety of tools within an organization, with strong experience in API connections.
• Demonstrated ownership and management of a tooling program, including tracking key metrics related to time saved and cost optimization.
• Proven track record of working with engineering and product teams to ship tool improvements and new tool launches.
• Deep experience with business tools such as JIRA, Zendesk, Monday.com, Slack, Canva, Workday, Rippling, Google Workspace, and others.
• Strong understanding of automation technologies and experience with implementing such tools and processes, particularly with customer experience tools.
• Exceptional project management and organizational skills, with the ability to manage multiple integrations and ongoing tool optimizations.
• Excellent communication skills, with the ability to work with cross-functional teams and explain technical concepts to non-technical stakeholders.
• Strong analytical skills to measure the success of tools and integrations, using data to drive decision-making.
• Ability to solve complex problems with a focus on improving operational efficiency and scalability.

Responsibilities

• Develop and Own the Tools Integration Program: Lead and manage the overall program for integrating third-party tools, from strategy development to implementation and continuous optimization. This includes setting and driving the strategy for tool adoption, integration, and maintenance, ensuring alignment with broader organizational goals.
• Onboarding and Technical Implementation of New Tools: Oversee the onboarding and technical implementation process for new third-party tools, ensuring that integrations are seamless and optimized for efficiency. Provide hands-on support for tool configuration, data flow, and API connections to streamline processes.
• Tool Utilization and Cost Optimization: Continuously monitor and assess the utility of current tools, recommending improvements or replacements to maximize value and reduce costs. Track key metrics related to tool usage and cost efficiency, ensuring that tools are deployed in the most cost-effective manner over time.
• Tooling Metrics and Performance Tracking: Own the tracking and reporting of key tooling metrics, such as time saved, operational efficiency, and the costs associated with deploying different tools and automations. Use these metrics to drive improvements and present data-driven recommendations to leadership and stakeholders.
• Stakeholder Tool Optimization Requests: Collaborate with internal stakeholders, including product, support, operations, and HR teams, to assess and optimize the utility of tools like JIRA, Zendesk, Monday.com, Slack, Canva, Workday, Rippling, Google Workspace, and others. Address tool-related requests and ensure that tools are configured to meet the evolving needs of the organization.
• Tool Automation Strategy: Set the strategy for automating workflows and processes related to customer experience tools, including generative AI chatbots and deflection programs, to improve both internal efficiency and customer satisfaction.
• Process Development and Documentation: Develop user-friendly processes, best practices, and how-to guides to enable both internal and external teams to effectively leverage the tools in place. Offer training and support to maximize tool adoption and optimize workflows.
• Continuous Feedback Loop and Process Improvement: Establish feedback loops and processes across key stakeholders to assess and improve the tooling experience. Drive continuous improvement by acting on feedback and iterating on tool usage and integrations to meet the ever-changing needs of the organization.
• API Implementations and Collaboration with Engineering/Product Teams: Lead the implementation of API connections and integrations to ensure smooth tool interoperability. Work closely with engineering and product teams to successfully ship tool improvements and new launches, aligning technical specifications with product goals and operational requirements.

Preferred Qualifications

• Certification or experience with integration platforms or tool management systems.
• Familiarity with AI-driven technologies such as chatbots or deflection systems.
• Experience in change management, training, and driving adoption of new tools across an organization.
• Must have: Experienced and proficient with R/Python/SQL
• Plus: Experience w/ technical tool delivery and implementation of apps such as Zendesk, JIRA, Workday, etc.