Senior Technical Program Manager - Engineering Operations

We're Celonis, the global leader in Process Mining technology and one of the world's fastest-growing SaaS firms. We believe there is a massive opportunity to unlock productivity by placing data and intelligence at the core of business processes - and for that, we need you to join us.

The Team: You'll have the opportunity to be a part of our Engineering Operations Technical Program Management Team which sits within the Celonis Product and Engineering Organization! You'll be working with a cross-functional team to lead strategic customer escalation and hypercare projects across all areas of our product alongside our exceptional Product and Engineering teams.

The Role: Join Celonis Engineering and play a key role as Escalations TPM in Madrid, Spain. In this role, you will lead cross-functional technical customer escalations inside of the Product and Engineering department, working closely with Engineering, Product, Design, and QA teams to ensure prompt resolution. Your focus will be on driving execution velocity, controlling and driving progress of escalation projects and strategic new feature customer adoption all the way to resolution. You will streamline the escalation process within PnE and ensure effective communication with company internal and external stakeholders.

The work you'll do: Your primary responsibility is to coordinate and support the Product & Engineering teams dedicated to resolving technical issues for escalated customers. To achieve this, your work will involve:

Lead multidisciplinary cross-functional engineering escalation programs in every area of the product. If necessary, break down escalations into several projects and coordinate across functional areas in order to deliver effectively and promptly. Owning the PnE customer escalation end-to-end. Leverage technical acumen to investigate, understand, and describe the customer's experience, with a focus on translating into engineering working packages, involving both ETL chain and Front End Applications. Lead new feature customer adoption with strategic customers in collaboration with Product and Engineering and Go To Market, identifying product gaps and work on prioritization in the roadmap.  Management of technical discussions and strategic decision-making involving escalations and feature adoption. Advocate complex business and technical Escalation concepts with Engineering Leadership and Executive Management. Propose the best course of action and optimal technical solutions to solve issues at the customer side. Analyzing and organizing resources and bandwidth in Engineering to ensure prompt resolution. Strengthening the customer feedback loop with Engineering during the escalation period to ensure timely resolution of issues, organizing and driving customer calls.  Streamline the Engineering escalation process and work with the Engineering teams on prevention tactics for future escalations on a data driven approach. The qualifications you need: 5+ years experience in Technical Program Management in SaaS software companies, preferably in escalations and/or development projects. Master's degree in Computer Science or equivalent experience & skillset. Experience dealing with large scale, technologically complex accounts which are constantly challenging the product capabilities. Experience facilitating decision-making by identifying key stakeholders & surfacing the required information to make critical decisions. Demonstrated experience in qualifying and prioritizing incoming requests from high priority clients, stakeholders and business leaders. In-depth technical skills from experience working in Engineering organizations. In depth knowledge of technical trends within Big Data and Cloud Computing (e.g. knowledge of network topologies and devices, database and ETL concepts and SQL, multi-tenancy). Ability to clearly & accurately communicate (English is a must!) program status, issues, dependencies & risks to leadership & other program stakeholders beyond Product & Engineering. Excellent problem-solving ability. You can find practical & simple solutions to complicated problems without sacrificing quality. You have an entrepreneurial spirit, are self-sufficient & able to operate in a fluid, ambiguous environment and value teamwork. What Celonis Can Offer You: The unique opportunity to work with industry-leading process mining technology Investment in your personal growth and skill development (clear career paths, internal mobility opportunities, L&D platform, mentorships, and more) Great compensation and benefits packages (equity (restricted stock units), life insurance, time off, generous leave for new parents from day one, and more). For intern and working student benefits, click here. Physical and mental well-being support (subsidized gym membership, access to counseling, virtual events on well-being topics, and more) A global and growing team of Celonauts from diverse backgrounds to learn from and work with An open-minded culture with innovative, autonomous teams Business Resource Groups to help you feel connected, valued and seen (Black@Celonis, Women@Celonis, Parents@Celonis, Pride@Celonis, Resilience@Celonis, and more) A clear set of company values that guide everything we do: Live for Customer Value, The Best Team Wins, We Own It, and Earth Is Our Future About Us: Celonis helps some of the world's largest and most esteemed brands make processes work for people, companies and the planet. With over 5,000 enterprise customer deployments across nearly every industry, the Celonis Process Intelligence Platform uses process mining and AI to give you a living digital twin of your business operation. It's system-agnostic and without bias, and empowers companies to reduce waste, create value and benefit people across the top, bottom, and green lines. Since 2011, the Celonis platform has enabled its customers to identify more than $18 billion in value. Celonis is headquartered in Munich, Germany, and New York City, USA, with more than 20 offices worldwide.

Get familiar with the Celonis Process Intelligence Platform by watching this video.

Equal Opportunity at Celonis: Celonis is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment and equal opportunity in all aspects of employment. We will not tolerate any unlawful discrimination or harassment of any kind. We make all employment decisions without regard to race/ethnicity, color, sex, pregnancy, age, sexual orientation, gender identity or expression, transgender status, national origin, citizenship status, religion, physical or mental disability, veteran status, or any other factor protected by applicable anti-discrimination laws. As a US federal contractor, we are committed to the principles of affirmative action in accordance with applicable laws and regulations. Different makes us better. 

Your Privacy: Any information you submit to Celonis as part of your application will be processed in accordance with Celonis' Accessibility and Candidate Notices Please be aware of common job offer scams, impersonators and frauds. Learn more here.