A Technical Program Manager (TPM) is responsible for leading the end-to-end delivery of complex technology programs, including product development, deployment, and lifecycle management for communication platforms such as SMS, WhatsApp, Email, RCS and Voice solutions . The role acts as a bridge between Product, Engineering, Operations, Sales, and Customer Success teams to ensure successful implementation and adoption of products.
Key Responsibilities
- Drive the planning, execution, and delivery of technical programs and product initiatives.
- Manage the complete product lifecycle for SMS, WhatsApp Business, Email, and Voice communication platforms .
- Lead product deployment, implementation, onboarding, and rollout activities across customers and internal stakeholders.
- Coordinate with Engineering, Product, Operations, Security, Compliance, and Business teams to deliver solutions on time.
Define program scope, timelines, milestones, dependencies, and success metrics.
- Manage customer integrations, platform migrations, and deployment strategies.
- Identify and mitigate risks, resolve blockers, and ensure smooth execution.
- Track program KPIs, adoption metrics, service performance, and customer satisfaction.
- Drive process improvements, automation, and operational excellence initiatives.
- Provide executive-level reporting and stakeholder communication.
Required Skills
- Strong program and project management experience.
- Good understanding of CPaaS (Communications Platform as a Service) products including SMS, WhatsApp Business API, Email, and Voice solutions.
- Experience managing product deployments, customer implementations, and platform integrations .
- Knowledge of APIs, cloud platforms, system architecture, and enterprise software delivery.
- Strong stakeholder management, communication, and leadership skills.
- Experience with Agile, Scrum, and product development methodologies.
- Excellent problem-solving, risk management, and analytical abilities.
Success Metrics
- Successful delivery and deployment of communication products.
- On-time program execution and customer go-live completion.
- Platform adoption and utilization growth.
- Service reliability, uptime, and operational efficiency.
- Customer satisfaction and business impact.
- Effective management of risks, dependencies, and stakeholder expectations.
One-line Summary: A TPM drives the development, deployment, and adoption of SMS, WhatsApp, Email, and Voice products , ensuring seamless execution of technical programs, customer implementations, and business outcomes across cross-functional teams.
Required Skills
- customer interaction suite
- customer interaction management
- program management
- customer success management
- onboarding
- cpaas
- communications platform as a service
- product development
- product management
- apis
- cloud