Technical Integrations and Tools Program Manager

Job Description

Passes is seeking a Technical Integrations and Tools Program Manager to lead the tools integration and optimization program. The Program Manager will manage third-party tool integrations, ensuring technical implementations align with organizational goals. They will drive improvements, optimize costs, and deliver metrics measuring time saved and cost efficiency.

Reporting to the Support and Safety function, the role involves collaborating with engineering and product teams for successful tool implementations and automations. The ideal candidate will have experience in a customer service environment and managing tool integrations.

Responsibilities:

• Lead and manage the overall program for integrating third-party tools.
• Oversee the onboarding and technical implementation process for new third-party tools.
• Continuously monitor and assess the utility of current tools, recommending improvements or replacements to maximize value and reduce costs.
• Own the tracking and reporting of key tooling metrics.
• Collaborate with internal stakeholders to assess and optimize the utility of tools.
• Set the strategy for automating workflows and processes related to customer experience tools.
• Develop user-friendly processes, best practices, and how-to guides.
• Establish feedback loops and processes across key stakeholders to assess and improve the tooling experience.
• Lead the implementation of API connections and integrations.

Requirements:

• Bachelor’s degree in a relevant technical field or equivalent experience.
• 2-3 years of proven experience in a technical program role.
• 1-2 years of proven experience in managing and implementing integrations for a variety of tools.
• Demonstrated ownership and management of a tooling program.
• Proven track record of working with engineering and product teams.
• Deep experience with business tools such as JIRA, Zendesk, Monday.com, Slack, Canva, Workday, Rippling, Google Workspace, and others.
• Strong understanding of automation technologies and experience with implementing such tools and processes.
• Exceptional project management and organizational skills.
• Excellent communication skills.
• Strong analytical skills.
• Ability to solve complex problems.

Passes offers:

• Competitive salary and equity package.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company matching.
• Unlimited PTO.
• Industry-leading in-office perks.
• Professional development opportunities and continuous learning support.