Job Details

Job: Technical Program Manager
Duration: 6+ Months

Job Description:
The Total Customer Experience (TCE) Program Manager owns the optimization of end to end customer journey across hardware, software, authentication, onboarding, and out of box experience (OOBE), with a focus on both experience quality and business impact.
This role drives a best in class customer experience that is intuitive, seamless, and scalable, enabling customers to realize value quickly and confidently. By optimizing customer journeys and touchpoints, the TCE Program Manager improves satisfaction and NPS, expands reach and acquisition, and positions the business to compete and grow within its target markets.

Key Responsibilities
End to End, Cross-Solutions Customer Journey Management
• Own and optimize the end to end customer journey across multiple solutions and services, ensuring experiences work cohesively rather than in isolation.
• Identify and address coexistence challenges, experience overlaps, gaps, and potential conflicts when customers use multiple products, platforms, or services together.
• Drive alignment across teams to ensure integrated, consistent, and intuitive experiences throughout the customer lifecycle.
• Lead customer journey mapping across solutions, personas, and regions to surface complexity, dependencies, and opportunities for simplification.
• Software: Curating the Out-of-Box-Experience (OOBE), defining preinstalled software, utility apps, and partner integrations.
• Services: Bundling and integrating value-add services in a way that feelsseamless, not-tacked on.
• Content: Guiding the creation of persona-specific tips, tutorials, and welcome content.
• Cross-Functional Leadership:
• Act as the central "glue" between Product Management, Hardware Engineering, Software R&D, System Management, and Customer Support. You will lead by influence, ensuring all teams are aligned and executing against a single, cohesive experience vision for each persona.
• Ecosystem Thinking: Champion a holistic view that ensures a seamless interaction between all devices and services (e.g., PCs, printers, peripherals, and software) for a target user.
• Experience Road mapping: Partner with product leaders to build a multi-year experience roadmap that prioritizes and sequences the delivery of new, persona-led features and initiatives.
Customer Touchpoint Optimization & Awareness
• Optimize customer experiences across a broad set of customer touchpoints, including:
o OS preloaded solutions and first run experiences
o Authentication and onboarding flows
o System notifications and messaging
o Go to market channels and entry points
o Social media touchpoints and awareness moments
o Direct customer awareness and engagement campaigns
• Ensure touchpoints are clear, timely, relevant, and coordinated, reinforcing business value and reducing confusion or friction.
• Partner with Product, OEM engineering, Marketing, and Go to Market teams to ensure customer touchpoints support awareness, adoption, acquisition, and retention goals.
Experience Quality, Consistency & Unhappy Path Mitigation
• Proactively identify experience friction, failure points, and "unhappy paths" across journeys and touchpoints.
• Work cross functionally to design experience improvements that prevent downstream disruption and enable customers to succeed with confidence.
• Ensure customer experiences remain intuitive, seamless, and consistent-even as solutions evolve or scale.
OOBE, 2nd OOBE & Onboarding Alignment
• Drive OOBE, 2nd OOBE and onboarding consolidation across hardware, software, and services for both 1P and 3P.
• Align authentication and first time user onboarding experiences to reduce cognitive load, shorten time to value, and improve completion rates.
• Balance usability, security, compliance, and scalability in early stage customer experiences.
Cross Functional Program Leadership
• Serve as the central experience program lead, partnering with Product, Engineering, Marketing, Legal, Compliance