Technical Program Manager

Company Description

Founded in 2018, Leena AI is an autonomous conversational AI-backed employee experience platform that is powerful, flexible, and can meet the needs of any enterprise. Trusted by 10M+ employees across companies like Nestle, Puma, AirAsia, Coca-Cola, Abbott and HDFC Bank. We have transformed 30M conversations and 1B employee interactions. Leena AI plays well with 100+ platforms, including SAP SuccessFactors, ADP, Oracle, Workday, Microsoft Office 365, and Slack. Leena AI currently supports 100+ languages globally. Leena AI has raised $40M in investment from Greycroft and Bessemer Venture Partners.

Job Overview

Leena AI is seeking an experienced and motivated Technical Program Manager (TPM) to drive the execution of our engineering initiatives. The ideal candidate will be a servant-leader, responsible for guiding our agile scrum teams to success while also managing the pipeline of complex L3 support engineering tickets. This role is critical for ensuring our engineering teams operate efficiently and are responsive to the most challenging technical issues faced by our customers. You will be a key liaison between our engineering, product, and customer success teams, ensuring smooth execution and clear communication.

Key Responsibilities

Agile Delivery Management

• Guide and facilitate multiple Agile Scrum teams, ensuring alignment to sprint goals and timely delivery of product features.
• Drive sprint planning, backlog grooming, daily stand-ups, and retrospectives.
• Remove blockers and ensure teams adhere to Agile principles and best practices.

Technical Program Ownership

• Manage and prioritize the pipeline of complex L3 support engineering tickets, working closely with engineering leads to ensure timely resolution.
• Balance reactive (support-driven) and proactive (roadmap-driven) work without compromising quality or deadlines.
• Track technical dependencies, identify risks early, and create mitigation strategies.
• Put into place & publish L3 support process, metrics, SLAs to foster transparency and drive continuous improvement.

Stakeholder Management

• Act as a liaison between engineering, product management, and support teams to ensure seamless communication and expectation alignment.
• Provide clear status updates, KPIs, and performance metrics to senior leadership and stakeholders.

Process Optimization

• Continuously refine workflows for handling L3 tickets and Agile delivery processes for maximum efficiency.
• Implement tools and reporting mechanisms for better transparency and predictability.
  
  

Required Skills & Qualifications

• Bachelor’s degree in Computer Science, Engineering, or related field (Master’s preferred).

• 5+ years of experience in technical program management or similar roles in software product companies.

• Strong understanding of Agile/Scrum methodologies with hands-on experience as a Scrum Master or Program Manager.

• Proven ability to manage and prioritize engineering support ticket pipelines (L3 level).

• Excellent knowledge of software development lifecycle, cloud-based platforms, and modern tech stacks.

• Strong problem-solving, organizational, and communication skills.

• Familiarity with tools like JIRA, Confluence, GitHub, and project tracking dashboards.

Preferred Qualifications

• Certified Scrum Master (CSM), PMP, or equivalent Agile certifications.

• Experience in SaaS products, enterprise solutions, or B2B platforms.

• Previous experience coordinating geographically distributed teams.