Senior Technical Project Manager, Customer Experience

Who We Are:

SiriusXM and its brands (Pandora, SiriusXM Media, AdsWizz, Simplecast, and SiriusXM Connected Vehicle Services) are leading a new era of audio entertainment and services by delivering the most compelling subscription and ad-supported audio entertainment experience for listeners -- in the car, at home, and anywhere on the go with connected devices. Our vision is to shape the future of audio, where everyone can be effortlessly connected to the voices, stories and music they love wherever they are.

This is the place where a diverse group of emerging talent and legends alike come to share authentic and purposeful songs, stories, sounds and insights through some of the best programming and technology in the world. Our critically-acclaimed, industry-leading audio entertainment encompasses music, sports, comedy, news, talk, live events, and podcasting. No matter their individual role, each of our employees plays a vital part in bringing SiriusXM's vision to life every day.

SiriusXM is the leading audio entertainment company in North America, and the premier programmer and platform for subscription and digital advertising-supported audio products. SiriusXM's platforms collectively reach approximately 150 million listeners, the largest digital audio audience across paid and free tiers in North America, and deliver music, sports, talk, news, comedy, entertainment and podcasts. Pandora, a subsidiary of SiriusXM, is the largest ad-supported audio entertainment streaming service in the U.S. SiriusXM's subsidiaries Simplecast and AdsWizz make it a leader in podcast hosting, production, distribution, analytics and monetization. The Company's advertising sales organization, which operates as SiriusXM Media, leverages its scale, cross-platform sales organization and ad tech capabilities to deliver results for audio creators and advertisers. SiriusXM, through Sirius XM Canada Holdings, Inc., also offers satellite radio and audio entertainment in Canada. In addition to its audio entertainment businesses, SiriusXM offers connected vehicle services to automakers.

How you'll make an impact:

The Senior Technical Project Manager for the Customer Experience team will partner with a team of Salesforce Engineers to drive the successful implementation of customer service technologies, including AI/ML-based modern agent desktop, routing, chat and voice solutions. This position is critical in fostering collaboration between engineering teams and business stakeholders, prioritization of high impact projects, strategic roadmap planning, and implementing agile methodologies. The Senior TPM will work cross-functionally with engineering and product teams on a new implementation of Salesforce Service Cloud, ensuring timely delivery of high-quality solutions catering to our customers. The ideal candidate will have a proven track record of successfully leading complex customer service projects from initiation through delivery, with a deep understanding of both technical and business requirements.

What you'll do:

• Oversee the planning, execution, and delivery of complex technology implementations for customer service, ensuring that projects are completed on time, within scope, and meet high-quality standards

• Implement and enhance agile project management methodologies and best practices, and continuously improve the efficiency and effectiveness of project delivery for the Salesforce Engineering team

• Facilitate sprint planning sessions to define and prioritize work during backlog grooming ceremonies, collaborating with engineering and product teams to establish achievable goals and commitments

• Ensure that backlog tasks are well-defined, estimated, and ready for inclusion in upcoming sprints

• When necessary, act as a Scrum Master by guiding and supporting engineering teams through the agile development process and removing potential blockers

• Conduct daily stand-up meetings to keep engineering teams informed about progress, challenges, and upcoming work

• Proactively identify and mitigate risks associated with customer experience projects

• Collaborate with system engineers and administrators to ensure project alignment and success

• Build and maintain strong relationships with key stakeholders, including executive leadership, external vendors, and product teams

• Work closely with the Salesforce Engineering and TPM teams to implement processes, metrics, and key performance indicators (KPIs) to measure project success and align with team standards

What you'll need:

• Bachelor's degree or commensurate experience; relevant certifications (e.g., CSM, PMI, PMP, Salesforce certifications) optional

• 5-7 years of relevant professional experience leading agile technical projects in complex environments, Salesforce Service Cloud or other CRM implementations preferred

• Proven track record of successful management and delivery of large-scale technical projects, with a demonstrated ability to adapt to changing priorities and project requirements

• In-depth knowledge and practical experience with Agile methodologies (Scrum, Kanban, etc.)

• Expertise in project management tools and software, with a focus on Jira and Confluence

• Experience in conducting Agile ceremonies (sprint planning, daily stand-ups, retrospectives, etc.)

• Strong understanding of software development life cycle (SDLC) processes

• Technical acumen to effectively engage with engineering teams and understand project complexities

• Strong interpersonal skills with the ability to collaborate at all organizational levels

• Exceptional communication and presentation abilities for both technical and non-technical audiences

• Must have the legal right to work in the U.S.

At SiriusXM, we carefully consider a wide range of factors when determining compensation, including your background and experience. These considerations can cause your compensation to vary. We expect the base salary for this position to be in the range of $125,100 to $165,000 and will depend on your skills, qualifications, and experience. Additionally, this role might be eligible for discretionary short-term and long-term incentives. We encourage all interested candidates to apply.

Our goal at SiriusXM is to provide and maintain a work environment that fosters mutual respect, professionalism and cooperation. SiriusXM is an equal opportunity employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, alienage or citizenship status, age, disability or handicap, sex, gender identity, marital status, familial status, veteran status, sexual orientation or any other characteristic protected by applicable federal, state or local laws.

The requirements and duties described above may be modified or waived by the Company in its sole discretion without notice.

R-2024-05-87