Overview
Technical Project Manager, Technical Support (UK Remote) is a full-time role to oversee key technical projects that enhance Turnitin's support operations, including incident response processes, customer notifications, and cross-functional initiatives to improve efficiency and communication. The ideal candidate has experience in project management within a technical environment, strong written and verbal communication skills, and a passion for driving process improvements that enhance the customer experience.
Responsibilities
* Lead and manage incident response processes, ensuring swift coordination between technical teams, support, and stakeholders.
* Collaborate with Technical Support, Engineering, Product, Customer Success and other teams as needed to define incident management and customer communication workflows.
* Work with Customer Success and Support leadership to understand the customer impact and document customer communications and ongoing FAQs.
* Oversee customer notification processes, ensuring timely, clear, and effective communication during system disruptions and planned service updates.
* Write customer facing communications and answer inbound customer emails in conjunction with input from Customer Success and other teams as needed.
* Provide internal communications and workflows within the Support organization to manage specific customer notifications and inbound questions.
* Work with Product and Engineering to understand data requirements for customers and implement processes to respond to customer requests.
* Develop and maintain project plans, timelines, and documentation for key technical support initiatives.
* Identify opportunities for automation and efficiency in incident handling and customer outreach.
* Drive post-incident reviews, tracking action items and ensuring continuous improvement.
* Implement best practices for change management and stakeholder communication.
* Monitor and report on KPIs related to incident response efficiency, resolution times, and customer communication effectiveness.
Qualifications
* 3+ years of experience in project management within a technical or customer support environment.
* Strong understanding of incident response frameworks, IT service management (ITSM), and customer communication best practices.
* Experience working with ticketing and incident management tools (e.g. Jira, Zendesk, or similar).
* Excellent organizational, analytical, and problem-solving skills.
* Strong written and verbal communication skills, with the ability to translate technical details into customer-friendly messaging.
* Familiarity with agile methodologies and project management tools (e.g., Asana, Monday.com, Trello, or similar).
* Ability to work cross-functionally in a fast-paced, dynamic environment.
Preferred Qualifications
* Experience in a SaaS or B2B technology company.
* ITIL or PMP certification is a plus.
* Knowledge of AI-driven support tools and automation.
Why Join Us / Benefits
* Opportunity to lead critical initiatives that directly impact our customers and business success.
* A collaborative and innovative environment where your ideas drive real change.
* Growth opportunities within a fast-paced technology company.
* Total Rewards include generous time off and health and wellness programs, remote-first culture, and various benefits that vary by country.
Our Mission & Values
Our Mission is to ensure the integrity of global education and meaningfully improve learning outcomes. Our Values underpin everything we do, including:
* Customer Centric - putting educators and learners at the center of everything we do.
* Passion for Learning - enabling continuous growth and development.
* Integrity - shaping our products, interactions, and partnerships.
* Action & Ownership - bias toward action and accountability.
* One Team - breaking down silos and collaborating.
* Global Mindset - respecting cultures and acting globally.
* Remote First Culture
* Health Care Coverage*
* Education Reimbursement*
* Competitive Paid Time Off
* 4 Self-Care Days per year
* National Holidays*
* Charitable contribution match*
* Monthly Wellness or Home Office Reimbursement/*
* Access to Modern Health (mental health platform)
* Retirement Plan with match/contribution*
* varies by country
Equal Opportunity Turnitin is committed to equal employment opportunity and compliance with applicable laws. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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