Technical Program Manager, Support Operations

Job Description

About Us

At Cloudflare, we have our eyes set on an ambitious goal: to help build a better Internet. Today the company runs one of the world’s largest networks that powers trillions of requests per month. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare have all web traffic routed through its intelligent global network, which gets smarter with every request. As a result, they see significant improvement in performance and a decrease in spam and other attacks. Cloudflare was recognized by the World Economic Forum as a Technology Pioneer and named to Entrepreneur Magazine’s Top Company Cultures list.

We realize people do not fit into neat boxes. We are looking for curious and empathetic individuals who are committed to developing themselves and learning new skills, and we are ready to help you do that. We cannot complete our mission without building a diverse and inclusive team. We hire the best people based on an evaluation of their potential and support them throughout their time at Cloudflare. Come join us!

The Customer Support Team solves complicated problems and answers technical inquiries via phone, email, chat, and social media. Whether it is a Wordpress blogger using our services for free or a global Enterprise business with petabytes of web traffic, our team is always eager to assist. We are the eyes and ears of Cloudflare, acting as the real-time voice of the customer to help communicate their needs and real-world use cases back to the rest of the company - to help build a better service and future product development.

Responsibilities

We are looking for a highly skilled and self-motivated Technical Program Manager to join our Support Operations Team in either London, San Francisco or Austin.

You will work within a team of talented support engineers and managers who are helping customers manage billions of web requests each day.

Your primary role will be to work with the Support Operations Team to plan, document, manage, execute, and track support operations engineering sprints and projects to successful completion. You will play an active part in collecting program requirements, setting up deliverables, reporting progress, managing stakeholder expectations, and work as the key liaison between the Support Operations Team other parts of Cloudflare.

Your other main role will be to work with the Support Team and multiple other teams to create, define, project manage, execute, track, and report on all major Support Team initiatives to successful completion. You will plan Support projects, track dependencies, define schedules, set up regular feedback cycles and ensure buy-in from contributors on program plan and roadmap, develop messaging documents, and provide regular status updates to stakeholders and senior management.

You are passionate about matching up business needs with building technically innovative solutions, excelling at shifting between the two—understanding how big-picture goals inform technical details, and vice-versa. You are able to implement and drive process and persistently make progress and adjustments. You will also take on a leading role in continuously improving and implementing our software development lifecycle (SDLC) processes.

The ideal candidate is flexible and comfortable in playing multiple roles (diplomat, negotiator, coach, reporter, etc.), leading initiatives, and able to adapt to changing situations.

Requirements

• 3-5 years of technical program management experience
• Solid customer support foundation, with a keen interest in working with complex technical operations, data structures, and software design, as well as building large distributed systems
• Proven track record creating realistic project plans with tight deadlines, and overseeing execution to meet commitments and deliver with predictability
• Strong competency with Confluence, JIRA, and various development methodologies: extreme programming, Agile, Waterfall, Kaizen, Scrum, etc.
• Excellent oral and written communication, as well as strong documentation and reporting skills
• Experience working with multiple time zones and cross functional teams
• Excellent scheduling and meeting coordination skills
• We have an opening in either London, San Francisco or Austin

What Makes Cloudflare Special?

We’re not just a highly ambitious, large-scale technology company. We’re a highly ambitious, large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet.

Project Galileo : We equip politically and artistically important organizations and journalists with powerful tools to defend themselves against attacks that would otherwise censor their work, technology already used by Cloudflare’s enterprise customers--at no cost.

Project Athenian : We created Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free, so that their constituents have access to election information and voter registration.

Path Forward Partnership : Since 2016, we have partnered with Path Forward, a nonprofit organization, to create 16-week positions for mid-career professionals who want to get back to the workplace after taking time off to care for a child, parent, or loved one.

1.1.1.1 : We released 1.1.1.1 to help fix the foundation of the Internet by building a faster, more secure and privacy-centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer-focused service Cloudflare has ever released. Here’s the deal - we don’t store client IP addresses never, ever. We will continue to abide by our privacy policy and ensure that no user data is sold to advertisers or used to target consumers.

Sound like something you’d like to be a part of? We’d love to hear from you!

Cloudflare is proud to be an equal opportunity employer. We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness. All qualified applicants will be considered for employment without regard to their, or any other person's, perceived or actual race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, medical condition, family care status, or any other basis protected by law. We are an AA/Veterans/Disabled Employer.

Cloudflare provides reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job. Examples of reasonable accommodations include, but are not limited to, changing the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. If you require a reasonable accommodation to apply for a job, please contact us via e-mail at [email protected] or via mail at 101 Townsend St. San Francisco, CA 94107.