Senior Technical Program Manager, Services Tools & Diagnostics

We are looking for a hands-on technical builder to join the GCS Strategy & Operations organization as a Senior Technical Program Manager, Service Delivery Systems. You will design and build systems, including AI workflows that operate within the Customer Experience Operations (CXO) governance model. Your success is measured in GCS outcomes for customers, not a technology roadmap.

Responsibilities:

• Architect and build systems that encode how GCS operates, including account health observability, intelligent routing, knowledge retrieval, and workflow automation.
• Build AI workflows using the Anthropic Claude API, Claude Agent SDK, and Claude Code.
• Partner with CXO to design decision frameworks that determine when systems act autonomously.
• Extend GCS's observability and analytics foundation with production-quality dashboards and integrations.
• Operate within CXO's vetting-and-graduation governance model and help mature it.
• Instrument everything built and tie technical performance to GCS outcomes.
• Translate complex system behavior into plain language for director and executive audiences.

Qualifications:

• 7+ years of experience building production software or technical systems.
• Production-quality proficiency in Python and/or TypeScript (Node.js).
• Hands-on experience building AI systems with large language models.
• Deep understanding of how large language models work.
• Advanced SQL and dashboard and application development experience.
• Strong engineering practices and demonstrated ability to translate business requirements into system specifications.