Job
Description
Job Requirements Phenom Intro: Phenom People is a rapidly growing software company that is revolutionizing the way companies attract, engage, and retain top talent. We are seeking a highly skilled and experienced Senior Technical Support Engineer, CX to join our dynamic team in Hyderabad, Telangana, India. We are seeking a Technical Program Manager with a strong foundation in digital accessibility to join our Global Customer Care team. This is an exciting opportunity for certified accessibility professionals or testers who want to expand into program management, while continuing to advocate for inclusive, accessible user experiences. In this post-go-live role, you’ll work cross-functionally with Support, QA, Customer Success, and Product teams to lead accessibility programs, manage escalations, and contribute to broader customer experience initiatives. What You'll Do: Accessibility Program Ownership: Serve as the primary point of contact for all accessibility-related matters across multiple live customer accounts. Issue Management & Escalations: Take end-to-end ownership of accessibility issue tracking, resolution coordination, and progress reporting—including customer-reported bugs, audit findings, and escalated concerns. Cross-Functional Collaboration: Partner with Support, Engineering, QA, and Delivery teams to ensure timely resolution of accessibility issues after product launch. Customer Guidance & Education: Advise customers on best practices for maintaining accessibility during content updates, CMS usage, and feature rollouts. Audits & Compliance Reporting: Conduct accessibility audits of customer career sites based on WCAG 2.2 guidelines and deliver actionable findings as per project scope. Process Improvement: Identify trends in recurring issues and propose improvements to internal workflows or product features. Program Expansion: Support additional post-go-live programs such as onboarding follow-ups, integration tracking, and operational escalations. Stakeholder Communication: Communicate clearly and effectively with both technical and non-technical audiences to align on risks, timelines, and expectations. Documentation & Scalability: Maintain accurate records and help develop scalable processes and documentation for post-live accessibility initiatives. What You've Done: Accessibility Expertise: Proven experience in accessibility testing, consulting, or WCAG compliance (preferably WCAG 2.1 or 2.2). Certifications Preferred: CPACC, WAS, or other relevant accessibility credentials are highly valued. Assistive Technology Proficiency: Strong hands-on experience with tools like NVDA, JAWS, TalkBack, VoiceOver, and Narrator. Technical Understanding: Familiarity with semantic HTML, ARIA, and common audit tools; working knowledge of web technologies (HTML, CSS, JavaScript, APIs, CMS platforms). Coding is not required, but a technical mindset is essential. Program Management Potential: Prior experience in Agile/Waterfall environments is a plus. No formal program management experience is required, but a willingness to learn and grow is key. Soft Skills & Passion: Excellent communication skills and a genuine passion for digital inclusion and accessibility advocacy. Customer-Facing Agility: Ability to manage multiple priorities and customer relationships in a fast-paced, post-launch environment. Benefits: We want you to be your best self and to pursue your passions! Health and wellness benefits/programs to support holistic employee health Flexible hours and working schedules, as well as parental leave for new parents Growing organization with career pathing and development opportunities Tons of perks and extras in every location for all Phenoms! Join Us If you're an accessibility advocate ready to expand your impact through program management—while helping real customers deliver inclusive digital experiences - we want to hear from you. #LI-JG1
