Senior TPM - Global Reliability

Role overview

Senior Technical Program Manager driving reliability programs across incident management, infrastructure resilience, and enterprise data residency for a large-scale collaboration platform. The role partners across engineering, security, infrastructure, and platform teams to mature reliability practices, with a forward-looking mandate to define standards for AI-driven, non-deterministic workloads.

Responsibilities

- Own and mature the incident management program end-to-end, from detection and triage through response, resolution, and post-incident review - Drive the strategic handoff of incident response operations to a centralized command center, including tooling integration, runbook handoff, and cross-organizational training - Run reliability initiative reviews and own programs around load management, compute services, and enterprise key management - Define SLO frameworks and reliability standards for agentic, AI-powered, non-deterministic workloads - Build incident response playbooks for novel AI failure scenarios such as model degradation, prompt injection, and cascading agent failures - Track and report SLOs, error budgets, and incident trends to drive accountability and inform investment decisions

Requirements

- Significant experience as a Technical Program Manager on infrastructure or reliability-focused programs - Strong understanding of enterprise-grade availability, SLOs, and error budgets - Demonstrated success driving cross-functional programs spanning engineering, security, and legal teams - Track record of bringing structure to ambiguous, high-stakes programs with measurable outcomes - Systems-level thinking with excellent written and verbal communication and customer advocacy skills - Experience designing incident severity frameworks, escalation paths, and communication protocols

Nice to have

- Familiarity with AI/ML systems and their unique reliability and observability considerations - Experience with multi-region data residency, compliance, and key management programs - Background partnering with infrastructure engineering teams on capacity planning and load-shedding strategy

Benefits and work setup

Full-time role within a global organization offering time-off programs, medical, dental, and vision coverage, mental health support, paid parental leave, life and disability insurance, a retirement plan, and, in eligible roles, equity and incentive compensation. Reasonable accommodations are available during the application and recruiting process.