Senior Technical Program Manager

Role and team

Work model and eligible locations

• Scribd Flex lets employees choose a workstyle and location, while requiring occasional intentional in-person attendance for all employees.
• Employees must have a primary residence in or near an eligible city; Canadian locations listed are Ottawa, Toronto, and Vancouver.

Program ownership and customer operations

• Own programs connecting Customer Operations and Brand Marketing with dependent teams; develop roadmaps and plans that link daily work to longer-term goals.
• Partner with Customer Operations on voice-of-customer work, end-to-end support experience, and the Premium support operating model and team structure.
• Prioritize work based on customer impact and team capacity; plan around frontline employees' actual responsibilities and provide structure and support.

Brand, product, and delivery

• Connect brand and product strategy, creating processes, workflows, and tools that bring brand identity into product releases, product experiences, messaging, and communications.
• Manage multiple complex cross-functional programs, establish scalable tracking and progress communication frameworks, and align stakeholders across teams.
• Lead program timelines, identify risks, develop mitigation plans, propose success metrics, and monitor progress and delivery risks.

Leadership and improvement

• Use AI and lightweight tools to reduce coordination effort and improve repetitive work.
• Coach TPM teammates, share effective practices, contribute to annual planning, and drive process improvements across teams.

Qualifications

• At least 5 years in program management, operations, or an equivalent role at a technology company.
• Independent leadership through ambiguity and complex organizational dynamics; structured judgment about when to add or remove process.
• Experience connecting customer operations, marketing, or brand teams with product and engineering; knowledge of customer support workflows and brand.
• Experience rolling out operational changes, processes, or tools to frontline teams and working with product and engineering from roadmapping through delivery.
• Hands-on workplace AI experience and a perspective on its effect on program management; experience using data to identify problems and communicate solutions.
• Strong communication, interpersonal, analytical, and problem-solving skills; detail orientation and ability to articulate the big picture.
• Bonus: experience at a customer-support-centered brand, running brand campaigns, working in brand or marketing, or designing AI workflows for customer operations or brand teams.

Compensation

• The posting lists Canada base pay as CAD 131,000–152,000, varying by geographic market; no pay cadence is specified.
• The position is eligible for equity and benefits.

Benefits

• Benefits listed include health, dental, and vision coverage; mental health and disability support; paid time off; parental leave; retirement matching; equity; learning programs; stipends; and access to company products and AI tools.