Who you are

• The ideal candidate thrives in fast-moving, ambiguous situations, brings rigor to incident response and escalation, and has a proven track record of building durable operational processes from the ground up
• 3+ years of experience in technical program or project management in a software or platform environment
• Experience owning or coordinating incident intake, triage, and response workflows, post-incident reviews, and on-call process documentation
• Strong cross-organizational communication and influence skills — with proven experience driving process change and establishing programs, ceremonies, and operational workflows from the ground up
• Strong experience with Jira and GSuite required; experience administering and restructuring a Jira instance for engineering teams strongly preferred
• Must be a US citizen living within the United States

What the job involves

• We are looking for a Technical Program Manager to join our Istari team
• This role is at the heart of our operational reliability: owning incident intake and triage processes, coordinating on-call workflows, and driving the operational health of our platform
• Serve as the connective tissue across engineering, product, and customer success teams: driving clarity, alignment, and accountability on cross-functional programs and initiatives
• Lead incident response coordination for production and platform issues — managing communication across teams during active incidents, driving post-incident reviews, and translating learnings into durable process and runbook improvements
• Define, document, and continuously mature on-call processes and support escalation workflows; ensure on-call responsibilities are clearly owned, well-documented, and consistently followed
• Provide regular, clear status reporting to engineering leadership and business stakeholders — translating technical detail into actionable executive narratives
• Identify and manage cross-team dependencies and sequencing risks; maintain a clear picture of program health and communicate it proactively to all relevant stakeholders
• Partner with engineering leads to define operational KPIs and OKRs; use metrics to drive decision-making and surface risks early
• Drive continuous improvement of SDLC practices, delivery tooling, and operational processes across the organization

Benefits

• Medical insurance
• Dental and Vision coverage
• 401(k)
• Flexible paid time off
• All positions are eligible for remote work
• 11 paid holidays
• Generous technology stipend for optimizing your home office