Technical Project Manager

Summary

Join Turnitin, a global leader in educational integrity, as a Technical Project Manager on their Technical Support Team. This role involves overseeing key technical projects that enhance support operations, including incident response processes, customer notifications, and cross-functional initiatives to improve efficiency and communication. The ideal candidate possesses experience in project management within a technical environment, strong communication skills, and a passion for driving process improvements that enhance the customer experience.

Requirements

• 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

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

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

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
• Remote First Culture
• Health Care Coverage*
• Education Reimbursement*
• Competitive Paid Time Off
• 4 Self-Care Days per year
• National Holidays*
• 2 Founder Days + Juneteenth Observed
• Paid Volunteer Time*
• Charitable contribution match*
• Monthly Wellness or Home Office Reimbursement/*
• Access to Modern Health (mental health platform)
• Parental Leave*
• Retirement Plan with match/contribution*