Senior Technical Program Manager
*Scribd · San Francisco
Scribd, Inc. is on a mission to advance human understanding. Our four products — Scribd®, Slideshare®, Everand™, and Fable — help billions of people across the globe move beyond access and into insight, application, and expertise.
CULTURE AT SCRIBD, INC.
We support a culture where our employees can be real and be bold; where we debate and commit as we embrace plot twists; and where every employee is empowered to take action as we prioritize the customer.
We believe the best work happens when individual flexibility is balanced with meaningful community connection. Scribd Flex empowers employees to choose the workstyle and location that support their best performance, while committing to intentional in-person moments that strengthen collaboration and culture. Occasional in-person attendance is required for all Scribd, Inc. employees, regardless of location.
So what are we looking for in new team members? At Scribd, Inc., we hire for “GRIT.” Traditionally defined as the intersection of passion and perseverance toward long-term goals, GRIT reflects the mindset we expect from every employee. For us, it also serves as a practical framework for how we work: setting and achieving Goals, delivering Results within your role, contributing Innovative ideas and solutions, and strengthening the broader Team through collaboration and attitude.
This posting reflects an approved, open position within the organization.
About the team and role
Welcome to our small but mighty TPM (Technical Program Management) team! We are the driving force that shapes how our company plans, prioritizes, and executes. As a Senior TPM, you will own program strategy and execution across our marketing organization, which owns two key pillars of work: Customer Operations and Brand Marketing.
Customer Operations is the pillar that reflects the voice of the customer back to the company, and the one that works to deliver an effortless customer support experience. You will partner with its leadership to drive the programs that connect that work to the rest of the company, from the voice of the customer program, to how that support experience is designed and delivered end to end, to the evolution of the operational model and team structure for Premium support.
Brand Marketing is the pillar that helps the company build and sustain brands people love and want to tell their friends about. You will act as the connector between brand strategy and product strategy and execution, working across stakeholders to design the processes, workflows, and tools that make sure the personality and identity of our brands are felt in the product itself and in our messaging and communications, which include larger brand campaigns as well as always-on communications.
You will drive the roadmap across both, connect them to the teams and leaders that depend on them, and bring a builder's instinct to the work, using AI and creative workflows to design better ways of running these programs.
About you
You are a thoughtful opinionator: you hold strong, well-reasoned views and are capable of voicing them respectfully to anyone, at any level. You are a proactive communicator who identifies possible problems before they surface.
You are a relationship builder and organizational navigator at heart, adept at building bridges across teams and functions. You are comfortable working with customer experience, marketing, and creative teams as well as product and engineering, able to follow the substance and hold your own with the subject matter experts you partner with.
You care about customers and about the power of building strong brands. You understand what a great customer experience is worth to a company, and you are intellectually curious about how brand personality and identity show up in consumer-facing products. You have been part of efforts that connected brand strategy to how a product is built and experienced.
You are already working with AI, and you have a point of view on where the TPM craft is headed in an increasingly agentic world. You have changed how you operate because of it.
You are a continuous learner with a growth mindset and an appetite for unfamiliar problems. Lastly, you are a voracious reader with a passion for books and the written and spoken word in all its forms!
What you will do
- Act like an owner: Be an owner of program strategy and execution across our Customer Operations and Brand Marketing pillars, and serve as the connective tissue between those pillars and the partners they depend on.
- Build relationships: Our TPM team thrives on collaboration. You will work closely with stakeholders at every level, from customer experience and marketing teams to engineers and executives, and your ability to build trust and align diverse perspectives will be central to what you can accomplish.
- Drive strategy: You will dive deep into the how and the why of your programs, developing plans that connect day-to-day execution to where these pillars need to go. Your judgment will shape how decisions get made.
- Decide what's worth doing: Partner with Customer Operations leadership to prioritize projects by customer impact, weigh them against team capacity, and defer or decline the rest. The customer's experience stays at the center of every tradeoff.
- Connect marketing and product: Act as a connector between our marketing organization and our product-centric teams, working across stakeholders to design the processes, workflows, and tools that make sure brand is part of our key releases, in the product experience itself and in the messaging and communications around it.
- Be a leader: Act as a leader within the TPM team. Identify opportunities to collaborate, share what works, and coach your teammates.
- Lead beyond your pillars: Our TPM team also owns cross-company processes like yearly planning. You will contribute to these shared efforts and take a leadership role in shaping them.
- Own the complexity: Drive multiple complex cross-functional programs simultaneously, and create scalable frameworks across pillars and functions to track work and communicate progress.
- Enable your drivers: Many of the people driving and contributing to Customer Operations initiatives are also handling day to day frontline work and escalations. You will plan around their real capacity and give them structure and support, rather than assigning tasks and chasing updates.
- Manage timelines: Lead the delivery timeline for your programs. Proactively identify risks and create mitigation strategies through workflows, communication, or resource allocation.
- Measure success: Proactively propose success metrics for yourself and your programs, and identify when those metrics are at risk.
- Build to move faster: Use AI and lightweight tooling to reduce the coordination tax on your teams. When you spot a manual, repetitive process, build something better.
- Improve how we work: Identify and drive process improvements at the team and cross-team level, so the whole organization delivers at a larger scale.
We're looking for
- 5+ years of experience in a program management, operations, or equivalent role at a technology company.
- A track record of operating independently, leading through ambiguity, and navigating complex organizational dynamics.
- A structured approach to your work, paired with the judgment to know when to add process and when to remove it to reduce overhead and drive velocity.
- Experience partnering closely with customer operations, marketing, or brand teams, and connecting their work to product and engineering teams.
- An understanding of what great customer support is worth to a brand, and enough knowledge of brand to hold your own with marketers. You have worked with customer support teams, or know their workflows well enough to be a useful partner to them.
- A customer-first lens in how you make decisions, with the judgment to weigh customer impact against efficie