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Salary: USD 124,000 - 172,000 / annual
Scribd is seeking a Senior Technical Program Manager to own program strategy and execution across the marketing organization, specifically the Customer Operations and Brand Marketing pillars.
In this role, you will serve as the connective tissue between Customer Operations (which owns the voice of the customer, support experience design, and Premium support operational evolution) and Brand Marketing (which builds and sustains beloved brands and ensures brand personality is reflected in product and messaging). You will drive the roadmap across both pillars, connect them to dependent teams and leaders, and bring a builder's instinct using AI and creative workflows to design better program-running approaches.
Key responsibilities include:
- Own program strategy and execution across Customer Operations and Brand Marketing, acting as the connector between these pillars and their partners
- Build and maintain relationships with stakeholders at all levels, from customer experience and marketing teams to engineers and executives
- Develop deep strategic plans that connect day-to-day execution to long-term pillar goals
- Prioritize projects by customer impact and team capacity, deferring or declining lower-priority work
- Act as a connector between marketing and product-centric teams, designing processes and workflows to ensure brand integration in key releases and messaging
- Lead within the TPM team, identifying collaboration opportunities and coaching teammates
- Contribute to cross-company processes like yearly planning
- Drive multiple complex cross-functional programs simultaneously, creating scalable frameworks to track work and communicate progress
- Plan around real team capacity, providing structure and support rather than task assignment
- Proactively identify risks and create mitigation strategies through workflows, communication, or resource allocation
- Propose and track success metrics for programs
- Use AI and lightweight tooling to reduce coordination overhead and improve team velocity
- Identify and drive process improvements at team and cross-team levels
Scribd operates under a "Scribd Flex" model balancing individual flexibility with intentional in-person moments. Occasional in-person attendance is required for all employees regardless of location.
REQUIREMENTS:
- 5+ years of experience in program management, operations, or equivalent role at a technology company
- Track record of operating independently, leading through ambiguity, and navigating complex organizational dynamics
- Structured approach to work paired with judgment about when to add or remove process
- Experience partnering closely with customer operations, marketing, or brand teams and connecting their work to product and engineering
- Understanding of what great customer support means to a brand and enough brand knowledge to hold your own with marketers; experience with customer support teams or workflows
- Customer-first decision-making lens with judgment to weigh customer impact against efficiency
- Experience rolling out operational changes (process and tooling) to frontline teams
- Strong familiarity with software development process, working with product and engineering from roadmapping through delivery
- Experience working directly with product managers, engineers, marketers, and other subject matter experts
- Hands-on experience using AI in your work with a clear point of view on how it changes program management; you have already adjusted how you operate because of it
- Experience using data to identify problems and communicate solutions
- Ability to work and partner successfully across multiple functions
- Excellent communication and interpersonal skills
- Exceptional attention to detail and ability to understand and articulate the big picture
- Distinctive problem-solving and analytical skills
BONUS:
- Program management role at a company where customer support is central to the brand
- Close exposure to how great customer support works
- Experience running or helping run brand campaigns
- Prior brand or marketing role
- Designed AI workflows enabling customer operations or brand marketing teams to improve their work
