Staff Technical Program Manager, Operations

Role overview Staff Technical Program Manager embedded in an Operations collective that is reimagining how customer support and operational decisions are delivered. The role leads company-wide programmes that combine automation, AI, and human expertise to create measurable improvements in operational outcomes.

Responsibilities - Lead end-to-end planning and delivery of complex, cross-collective programmes covering AI-powered customer support, internal tooling, and operational platforms. - Define programme roadmaps, milestones, priorities, and critical paths, managing dependencies and trade-offs across teams and markets. - Partner with frontline operations, subject-matter experts, product, engineering, risk, compliance, and senior leaders to drive alignment and speed. - Shape how the collective works, helping teams adopt new processes and tooling while managing the people-side of change. - Connect technical delivery to operational outcomes, ensuring programmes land effectively for the people using them daily. - Remove blockers, drive decision-making, and report progress to executive stakeholders.

Requirements - Extensive experience managing complex technology programmes or products from inception through launch. - Exceptional communicator who can create clarity for both technical and non-technical audiences. - Comfort operating in a global, multi-market business and scaling delivery across geographies. - Track record of working constructively with diverse teams and challenging or influencing senior stakeholders. - Ability to make complex work easy to understand without losing important detail. - Understanding of how functionality comes together across products, platforms, and operational processes.

Nice to have - Experience with AI/automation initiatives in customer operations or support tooling. - Background in operational transformation or change management at scale.

Benefits and work setup - Competitive base salary plus stock options and a benefits package. - Location options: London or remote within the UK.