Technical Program Manager - Customer Operations

Technical Program Manager – Customer Operations

Degree in a quantitative field (e.g. Math, Engineering, Economics, Computer Science, etc.)
3+ years of experience in an analytical and/or operational role
Proficiency in SQL + advanced skills in Sheets and/or Excel
Proficiency in project management methodologies (Agile, Scrum, etc.)
Experience working at a B2B-focused company strongly preferred
Excellent written and verbal communication skills, working within cross-functional environments
Leadership skills to guide and mentor more junior members of the team
An eye for and appreciation of the importance of detail

Build and maintain analytical systems to manage Scale’s customer demand forecasting system, working with Engagement Managers and Account Executives.
Translate demand signal into delivery resource and financial projections, working in coordination with Scale’s allocation, growth, and finance teams.
Track staffing assignments and availability across Scale’s GenAI operations team, and work with ops leaders to drive staffing assignments.
Review key operational and financial performance data for Scale’s GenAI projects.
Vet new opportunities that come to Scale’s Gen AI team with ops resourcing and capabilities in mind.
Track operational attainment actuals against forecasted demand across GenAI project teams, understanding where there are operational gaps that need to be filled.
Identify and escalate project and account-level operational risks.
Work with ops stakeholders to develop methods to effectively investigate and solve operational challenges.
Continuously seek ways to improve and streamline Customer Operations Planning systems and processes.