Senior Technical Program Manager, Support Operations - Prague, Czechia

About Outreach

Outreach, founded in 2014, is the only complete AI Revenue Workflow Platform that helps sales leaders benefit from connected account visibility, performance insights, and higher forecasting accuracy across every GTM team. Outreach infuses agentic AI to power 100s of use cases across sales motions. From new logo prospecting to renewal and expansion, Outreach AI automates workflows and frees sellers to focus on more strategic conversations and actions. Global organizations use Outreach to power their revenue teams, including SAP, Siemens, Snowflake, ZoomInfo, and Verizon to name a few. To learn more, please visit www.outreach.io.

About the Role

We’re looking for a strategic, forward-thinking Senior Technical Program Manager to lead the development of custom tooling solutions that elevate the efficiency, quality, and overall experience of our customer support organization. You’ll blend analytics, product thinking, and operational insight to build scalable solutions that drive productivity and exceptional customer experiences. You’ll serve as the connective tissue between Product, Engineering, and Support - turning complex technical challenges into clear roadmaps and outcomes. You identify pain points, design intelligent solutions, and collaborate cross-functionally to bring them to life. Beyond defining requirements, you’ll guide technical delivery across dependencies, sequencing, and delivery milestones, ensuring tools launch reliably and with measurable impact.

Location

While we are remote-friendly, we remain an "office-centric" company. This role is categorized as hybrid and it is expected you live in a reasonable proximity to the office in Prague so you would be able to connect with your team on weekly regular basis, attend in-person meetings and company events.

This is a full-time, permanent role, not eligible for contractors and for work from other countries.

Your Daily Adventures Will Include:
• Drive impactful, scalable tooling. Identify opportunities to streamline workflows and improve support systems through automation and custom-built tools. Create and manage technical execution plans, mapping dependencies and coordinating delivery across engineering teams
• Turn data into action. Analyze support and product data to identify insights, guide priorities, and measure success. Partner with engineering on instrumentation, logging, and telemetry to ensure tools are reliable and generate high-quality insights
• Own the product lifecycle. Define requirements, collaborate with engineering, and iterate through testing. Validate end-to-end flows in staging, review API behaviors, and ensure integrations function across systems
• Enable operational and cross-functional excellence. Use your understanding of relevant tools (Freshdesk, Zendesk, Salesforce, JIRA) to build systems that improve agent productivity and cross-team collaboration. Apply systems thinking to understand upstream/downstream impacts and avoid regressions during integration
• Drive AI-powered innovation. Identify opportunities for AI-driven improvements and help implement them thoughtfully. Contribute to data readiness, model integration, and guardrails for safe, effective deployment
• Lead with clarity and momentum. Ensure alignment, communication, and delivery across teams. Surface risks early, manage RAIDs, influence technical decisions, and guide solutions that scale with long-term architectural needs

Our Vision of You:
• Strong analytical mindset and comfort with data-driven decision-making
• Experience in product development or operations with close collaboration across engineering teams
• Hands-on knowledge of support, workflow, and reporting tools (Freshdesk, Zendesk, Salesforce, Tableau, JIRA)
• Deep technical fluency: A strong understanding of how modern systems and integrations work, enabling clear communication and alignment with engineering
• Ability to engage with engineering on design reviews, technical planning, and architectural direction
• Systems-thinking: ability to map dependencies, sequence integrations, and manage risk across complex programs
• Familiarity with AI technologies and interest in applying them in operational environments
• Exceptional program and project management skills, with strong communication, organization, and execution discipline
• Customer-first mindset and empathy for support teams, balancing efficiency with human-centered design

Why You’ll Love It Here

● Amazing working space with a running track on its roof
● Flexible time off, 5 weeks of vacation, and 5 annual sick days
● 4% employer supplemental pension monthly contribution
● Private medical care for employee and spouse with Program Health Plus
● Life insurance at 2x annual salary
● 5.000 CZK monthly allowance for meal vouchers, flexipasses and other personal expenses
● 16 weeks of annual top up maternity leave pay or 8 weeks of fully paid paternity leave
● Opportunity to be part of company success via the RSU program
● Diversity and inclusion programs that promote employee resource groups like OWN+ (Outreach Women's Network), Adelante (Latinx community), OBX (Outreach Black Connection), Mosaic (AAPI community), Pride (LGBTQIA+), Gender+, Disability Community, and Veterans/Military
● Employee referral bonuses to encourage the addition of great new people to the team
● Fun company and team outings because we play just as hard as we work

Our success is reliant on building teams that include people from different backgrounds and experiences who can elevate assumptions and ideas with fresh perspectives. We're dedicated to hiring the whole human, not just a resume. To that end, we look for a diverse pool of applicants-including those from historically marginalized groups. We would like to invite you to apply even if you don't think you meet all of the requirements listed below. We don't want a few lines in a job description to get between us and the opportunity to meet you.