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.Senior TPM (Technical Program Manager) - Engineering OperationsPay: CompetitiveLocation: Madrid/Community Of MadridEmployment type: Full-TimeJob DescriptionWe'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: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
