Service delivery program manager optimizing Mercury’s customer support ecosystem and BPO partnership. Leading data - driven transitions across internal teams, outsourcing, incubation, and AI - powered tooling.
About the role
- Program Manager improving operational health, processes, and reporting across Tailscale’s Engineering, Product, and Design teams. Building dashboards and driving execution at a fully distributed secure networking company.
Responsibilities
- Own and continuously improve bug tracking, incident, reliability, and escalation processes
- Analyze operational health data and identify trends and improvement opportunities
- Build dashboards and reports in Jira and Snowflake
- Translate data into clear insights and design and implement process changes
- Identify process gaps and develop appropriately scaled processes
- Support planning activities and project tracking across EPD
- Run project status, leadership roadmap, and priority reviews
- Connect systems, processes, and teams to simplify disconnected or conflicting efforts
- Support EPD initiatives requiring structure or execution
- Facilitate project retrospectives and identify future improvements
- Drive ongoing improvement and simplification of business operating procedures
Requirements
- Experience as a Program Manager or Technical Program Manager coordinating stakeholders and cross-functional teams, particularly with Engineering and Product
- Experience as a Program/Technical Program Manager in a remote startup environment
- Deep working understanding of technical engineering environments, workflows, tooling, and process friction
- Experience owning operational health processes such as bug tracking, incidents, reliability, or escalations
- Strong data skills, including building dashboards and reports in Jira and Snowflake
- Ability to interpret data, identify trends, and translate insights into process changes
- Experience supporting planning cycles, project tracking, and recurring status, roadmap, and priority reviews
- Comfort with ambiguity and undefined deliverables
- Tactical, execution-first orientation
- Experience working with Engineering, Product, and Design leadership
- Ability to give and process constructive feedback and work independently
- Strong written and verbal communication, with a commitment to innovation and inclusivity
- Familiarity with Agile methodologies and project management tools such as Jira, Notion, and GitHub
- Familiarity with technical solutions, engineering practices, and the security and engineering lifecycle
Benefits
- Equity incentive plan
- Variable commission for quota-based roles
- Comprehensive health, vision, and dental benefits with no waiting period
- Flexible remote-first work environment
- Virtual and in-person social events
- Corporate co-working program
- Employer-funded retirement contributions matching employee contributions dollar-for-dollar, up to 0.75% of eligible compensation annually
- Annual company retreat and team off-sites
- $1,500 USD annually for professional development
- Mentorship, coaching, and internal promotion opportunities
- Flexible paid time off
- Company-owned laptop (Mac or PC)
- Monthly home internet reimbursement
- $500 USD home-office customization allowance
- Paid parental leave top-ups: 20 weeks for birthing parents and 16 weeks for non-birthing parents
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