Technical Program Manager, Support

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 approximately 25 million Internet properties, for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare all have 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 named to Entrepreneur Magazine’s Top Company Cultures list and ranked among the World’s Most Innovative Companies by Fast Company. 

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! 

Responsibilities

We are looking for a highly skilled and self-motivated Technical Project Manager to join our Support Team in Austin or in remote locations in the Central or Eastern time zones in the US or in Lisbon. We are looking to hire someone into this position in July of 2023.

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 team and other related cross-functional groups to create, define, project manage, execute, track, and report on major Support team initiatives to successful completion. You will collect program requirements, ensure buy-in from project contributors, provide regular updates to stakeholders and senior management, and plan messaging and process changes for any impacted groups. You will serve as the primary liaison between project teams delivering on initiatives, members of the Support team most impacted by this work, and the Support Engineering team which would execute any development work necessary.

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 processes and persistently make progress and adjustments. You have the ability to drive change and help team members understand the benefits of your work.

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. We have a small team of Program Managers within Support, and we are looking for someone who can handle ambiguity, and help continue to define how programs are managed and executed within our organization.

Requirements

• 5 - 8+ years of technical program management experience or experience in large-scale project management 
• 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 (Experience with large systems migration a plus.)
• 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.  
• Flexibility and adaptability, experience trying different approaches and adapting as you go based on the needs of your team / project
• Excellent oral and written communication, as well as strong documentation and reporting skills
• Experience with change management and selling the benefits of your work
• Experience working with multiple time zones and cross functional teams 
• Excellent scheduling and meeting coordination skills
• Experience with Salesforce Service Cloud a plus

Compensation

Compensation may be adjusted depending on work location.

• For Colorado-based hires: Estimated annual salary of $108,000 - $132,000.
• For New York City-based and California (excluding Bay Area) and Washington hires: Estimated annual salary of $122,000 - $149,000.
• For Bay Area-based hires: Estimated annual salary of $128,000 - $156,000.

Equity

This role is eligible to participate in Cloudflare’s equity plan.