About the Role
Docker is seeking a Principal Technical Program Manager (TPM) to lead and participate in high-impact, strategic programs for our Enterprise Support team. This team is responsible for delivering premium support services to large enterprise customers for a variety of on-prem and cloud-based products and services. As a TPM, you will operate at both the strategic and execution layers, driving large, complex initiatives that span multiple organizations.
Responsibilities
- Managing large, cross-functional projects and programs, including the creation and tracking of roadmaps, timelines, milestones, and dependency management.
- Partnering with sales and revenue teams to drive attachment, value, and retention of premium support services.
- Identifying technical and operational risks early, and creating mitigation and contingency plans.
- Leading without authority across Engineering, Product, Revenue, and Support teams to drive alignment and decision-making.
- Breaking down complex problems into manageable parts and anticipating downstream impacts of decisions.
- Using data to evaluate process effectiveness and drive ongoing improvements.
- Serving as a trusted advisor on program strategy, execution, and operational scaling.
Qualifications
- 8+ years of experience in Technical Program Management or Senior Support Leadership roles in a software or SaaS environment.
- Background in delivering high-touch premium support services to large enterprise customers.
- Deep understanding of Enterprise Support, Premium Support, and high-touch support operations.
- Solid understanding of AI Agentic Tools (Claude, Codex, Cursor), cloud platforms (AWS, GCP, Azure), and support ticketing systems (Salesforce).
- Proven track record of leading large-scale, complex programs across global teams.
- Experience designing and scaling operational processes or delivery frameworks.
- Experience partnering with revenue and sales organizations.