Lead Technical Program Manager

As a Technical Program Manager (TPM) on the Service Center Technology team at Target, you will play a pivotal role in transforming our Service Center ecosystem. Your primary focus will be on leading the technical program management of modernization initiatives in Workforce Management (WFM) and Digital Servicing within the contact center space and accelerating the journey for GenAI solutions.

You will collaborate closely with cross functional engineering, product, architecture, and operations teams to drive large-scale initiatives that enhance efficiency, scalability.

Key Responsibilities

• Program Leadership: Own and drive cross-functional programs focused on modernizing Workforce Management (WFM) and enhancing digital servicing capabilities (e.g., chatbots, self-service, omnichannel support), accelerate text and voice ai.
• Technical Oversight: Understand system architecture and technology platforms to identify integration points, scalability challenges, and modernization opportunities.
• Stakeholder Management: Act as the point of contact between technical teams, business stakeholders, and leadership to align goals and ensure clarity across efforts.
• Planning & Execution: Define program roadmaps, break down epics into deliverable milestones, track progress, and manage dependencies.
• Risk Management: Proactively identify program risks, bottlenecks, and issues; develop mitigation strategies; and drive resolution.
• Metrics & Reporting: Track and communicate program performance, KPIs, and progress updates through appropriate tools and channels.
• Change Management: Support teams in navigating organizational and technical change associated with modernization efforts.

Required Qualifications

• Bachelors degree in Computer Science, Engineering, or related technical discipline; advanced degree preferred.
• 8-10+ years of experience in technical program management or engineering program management, ideally in large-scale enterprise or consumer-facing environments.
• Strong understanding of modern enterprise architectures, cloud technologies, APIs, microservices, and contact center platforms.
• Proven ability to analyze complex technical and business problems and define structured, sustainable solutions.
• Deep experience with risk management, dependency mapping, and driving programs to delivery across multiple teams.
• Excellent verbal and written communication skills, with an ability to convey complex technical concepts to non-technical stakeholders.
• Demonstrated success in driving programs in agile and hybrid environments.

Preferred Skills

• Familiarity with contact centers tools and technologies and operational challenges.
• Knowledge of digital servicing trends, including AI/ML in customer experience, conversational AI, and chatbots.
• Proficiency in tools like JIRA, Confluence, and any program management platforms.