Technical Program Manager

About Amagi

We are a next-generation media technology company that provides cloud broadcast and targeted advertising solutions to broadcast TV and streaming TV platforms. Amagi enables content owners to launch, distribute, and monetize live linear channels on Free Ad-supported Streaming TV and video services platforms. Amagi also offers 24x7 cloud-managed services bringing simplicity, advanced automation, and transparency to the entire broadcast operations. Overall, Amagi supports 700+ content brands, 800+ playout chains, and over 2500 channel deliveries on its platform in over 40 countries. Amagi has a presence in New York, Los Angeles, Toronto, London, Paris, Melbourne, Seoul, Singapore, and broadcast operations in New Delhi, and an innovation center in Bangalore. For more information visit us at www.amagi.com

Role: Technical Program Manager

Location: Bangalore

Department: Program Management

Amagi is seeking an experienced Technical Program Manager (TPM) to lead the planning, execution, and delivery of critical technical programs for enterprise customers. As a TPM, you will leverage a metrics-driven approach to ensure that projects are completed on time, within scope, and with the highest quality. You will also collaborate extensively with both internal teams and onsite customer-facing project management and technical teams, ensuring seamless communication and successful program execution.

This role requires a deep understanding of product functionality, strong technical expertise, and the ability to translate customer needs into actionable plans. You will use your ability to manage by data, deliver strategic insights, and guide cross-functional teams to achieve program goals.

Key Responsibilities:

1. Program Planning & Execution Excellence

• Detailed Planning: Lead the creation of comprehensive, actionable plans for all technical programs, defining scope, schedule, and quality metrics. Ensure that all program milestones, including feature releases, defect resolutions, and customer deployments, are meticulously planned and tracked.
• Metrics-Driven Execution: Manage program performance using quantitative metrics such as project timelines, resource allocation, issue tracking, and customer satisfaction scores. Use data to inform decision-making, proactively identify risks, and adjust plans when necessary.
• Risk & Contingency Planning: Identify potential risks early in the planning phase, develop mitigation strategies, and maintain a risk register to ensure timely action.
• Predictability & Transparency: Ensure predictability in program delivery by consistently monitoring and reporting progress against plan. Keep stakeholders updated on status, risks, and decisions using clear, transparent communication.
• Rigorous Scope Management: Ensure strict control over project scope, with formal sign-off via a scoping document before any development starts. Track and manage any changes through a formal Change Request (CR) process.
• Metrics-Driven Change Control: Assess the impact of scope changes using metrics to quantify their effects on timelines, resources, and budgets. Communicate changes to all stakeholders, ensuring alignment and tracking of adjustments.
• Customer-Facing Defect Management: Track and prioritize Customer Found Defects (CFDs) based on agreed-upon SLAs, ensuring clear reporting and transparent communication with customers.

2. Enterprise Customer Management

• Voice of the Customer: Act as the primary advocate for the customer, ensuring their needs and priorities are embedded in program planning and execution. Communicate any impact on customer deliverables promptly and transparently.
• Customer-Focused Metrics: Track and report key customer satisfaction metrics, escalations, and defect resolution progress. Use insights from these metrics to continuously refine delivery processes and customer interactions.
• Roadmap Alignment & Communication: Ensure the technical program roadmap aligns with the broader product roadmap. Collaborate with product management and customer success teams to balance customer expectations with product capabilities, using data to manage trade-offs.

L2 Handover & Post-Launch Support

• Seamless L2 Handover: Ensure that key milestones (e.g., channel launches, upgrades, infrastructure changes) are followed by timely and complete L2 handovers. Track actions and ensure that they are completed within agreed-upon timelines.
• Post-Launch Monitoring: Collaborate with Customer Success and onsite technical teams to monitor program performance post-launch, addressing any issues or customer concerns promptly.

3. Stakeholder & Cross-Functional Collaboration

• Cross-Functional Collaboration: Collaborate closely with onsite customer-facing project management teams and technical teams to ensure alignment between customer needs and internal execution. Build strong relationships with these teams to ensure smooth communication and efficient problem-solving.
• Joint Stakeholder Management: Partner with customer-facing teams to align on key milestones, risks, and customer priorities. Ensure that all stakeholdersinternal and external—are kept updated on program status through clear, consistent communication and reporting.
• Unified Escalation Management: Work collaboratively with onsite teams to identify potential escalations early and address them proactively. Manage escalations jointly, ensuring timely updates and resolutions for customers.
• Clear Communication: Establish transparent and effective communication channels with all internal and external stakeholders. Ensure that program plans, milestones, risks, and issues are clearly communicated to all parties using data to guide decision-making.
• Internal Alignment: Collaborate with internal teams (Product Management, Engineering, QA, etc.) to ensure customer priorities are reflected in the technical execution of the program. Use metrics and data-driven insights to keep internal teams aligned and accountable.

4. Program Metrics & Reporting

• Regular Reporting: Own the creation and maintenance of program dashboards and metrics to provide clear visibility into project health. Regularly update stakeholders on key performance indicators (KPIs) such as scope adherence, schedule performance, defect resolution, and customer satisfaction.
• Impact Measurement: Define and track success metrics for the program. Ensure that KPIs such as on-time delivery, quality assurance, and cost control are consistently met.
• KPI-Driven Decision Making: Use program metrics to make informed decisions about resource allocation, scope adjustments, and risk management. Regularly evaluate the success of program elements based on measurable outcomes.

5. Continuous Improvement

• Process Refinement: Continuously assess the effectiveness of planning, execution, and reporting processes. Identify opportunities for improvement and implement changes that enhance the program’s efficiency and success.
• Feedback Loops: Establish strong feedback loops with both internal and customer-facing teams to capture lessons learned and incorporate them into future program planning and delivery.

Product & Technical Expertise

Product Knowledge

• Operational Understanding: Gain deep familiarity with AMAGI products, ensuring you can understand and leverage product features in common use-cases. You should be able to operate the product like an experienced user, understanding how each feature supports customer workflows.
• Customer-Centric Use-Cases: Identify common use-cases and pain points that customers experience, ensuring that the technical program is aligned with their needs and expectations.

Technical Understanding

• High-Level Architecture: Demonstrate a strong understanding of software product’s technical architecture, including how product components interconnect to fulfill common use-cases.
• Deployment & Architectural Diagrams: Be able to explain deployment and architectural diagrams for customer sites, showcasing how product components work together and how they are implemented in different environments.
• Product Functionality: Be able to walk through product components, explaining their roles in customer workflows and how they interact to deliver value.

Success Criteria:

• Adherence to Plan & Metrics: Ensure all projects stay on track with predefined plans and KPIs. Any deviations should be identified and addressed early with corrective actions taken.
• Scope Control: No scope creep occurs without formal approval, and all changes are tracked and communicated with clear impact assessments.
• Schedule & Cost Management: Ensure projects are delivered on time and within budget, with any delays or cost increases being managed through proactive mitigation plans.
• Quality Assurance: Ensure that critical bugs are not shipped without exception approvals and that CFDs are tracked and resolved within SLAs.
• Customer Satisfaction: Maintain strong customer relationships and consistently meet satisfaction targets through clear communication and timely, high-quality delivery.
• Reporting & Communication: Deliver regular, actionable reports on program health and metrics, meeting internal and external stakeholder needs.

Required Qualifications:

• Experience: 5+ years in Technical Program Management, with a strong emphasis on planning, metrics management, and customer-facing collaboration.
• Education: Bachelor’s degree in Computer Science, Engineering, or related field. PMP, Agile, or similar certifications are a plus.
• Technical Expertise: Strong understanding of technical program delivery in SaaS or enterprise environments. Familiarity with CloudPort’s architecture and components is a plus.
• Cross-Functional Collaboration: Proven ability to collaborate with onsite customer-facing project management and technical teams to ensure alignment and successful delivery.
• Data-Driven Management: Strong ability to manage projects using metrics, KPIs, and dashboards to drive decision-making and optimize execution.
• Communication Skills: Excellent communication skills, including the ability to translate technical concepts into understandable language for non-technical stakeholders.

Preferred Qualifications:

• Industry Knowledge: Familiarity with media, broadcasting, or cloud technology industries.
• Agile Methodology: Experience with Agile methodologies and tools like Jira for project tracking and reporting.