Principal, Program Management [L6-1] (TW CS Program Management)

The role

You will design end-to-end operational systems and process architecture for CS frontline operations. You will lead project timelines, analyze data for actionable insights, and develop workaround solutions during system outages.

What you will do

• Design and own the multi-quarter process architecture roadmap for CS frontline operations.
• Build proactive analytics mechanisms to monitor operational health.
• Synthesize raw metrics, agent friction points, and customer feedback into actionable countermeasures.
• Design, test, and deploy instant workaround solutions during disruptions.
• Influence cross-functional leadership and drive organizational change.

Required qualifications

• 8+ years of experience in program management, operations, process improvement, or a related function.
• Proven experience independently designing and implementing end-to-end operational workflows, governance mechanisms, and scalable process frameworks.
• Strong program and project management capabilities to manage multiple workstreams, dependencies, risks, and timelines.
• Advanced analytical and problem-solving skills to translate operational data and customer feedback into solutions.
• Demonstrated experience leading incident response, business continuity planning, or operational workaround development.
• Strong stakeholder management and influencing skills.
• Excellent written and verbal communication skills.
• Ability to operate autonomously in a fast-paced and ambiguous environment.
• Business-level proficiency in both English and Mandarin Chinese.

Nice to have

• Experience supporting customer service operations, contact centers, or other high-volume frontline environments.
• Experience developing multi-quarter process roadmaps and leading enterprise-wide operational transformation initiatives.
• Knowledge of Lean, Six Sigma, Agile, or other process improvement and program management methodologies.
• Hands-on experience with data visualization, dashboarding, or analytics tools such as SQL, Excel, Tableau, or Power BI.
• Experience managing system launches, tool migrations, or technology-enabled operational changes.
• Familiarity with risk management, business continuity, and change management frameworks.
• Experience working in a rapidly scaling technology, e-commerce, platform, or consumer-facing organization.

About the company

The Customer Service Program Team is looking for an autonomous Senior CS Program Manager to serve as a critical gatekeeper and master process architect for frontline operations.