Technical Program Manager (Customer Experience) - LATAM

Higher Oak; Ciudad de México; On-site; MXN 900,000 - 1,300,000; Full time

Benefits offered by this job

Flexible working arrangements

Exposure to senior leadership

Job summary

Higher Oak Ltd. is seeking a Technical Program Manager to lead the configuration, delivery and optimisation of CX solutions for clients. You will own delivery outcomes, work with Program Directors and CX Advisors, and operate independently on medium to high complexity implementations.

You will design robust technical solutions, configure the platform, support launches and post-launch optimisation, and mentor junior analysts while driving standards and consistency across the team.

Qualifications

• Strong hands-on experience delivering SaaS-based CX solutions.
• Ability to work independently on complex assignments and own outcomes.
• Experience across the full delivery lifecycle from discovery through launch.
• Analytical and problem-solving skills with pragmatic delivery approach.
• Confident communication with technical and non-technical stakeholders.

Responsibilities

• Lead technical delivery of client implementations and enhancements end-to-end.
• Translate complex business requirements into scalable technical solutions.
• Configure and extend the Medallia platform for surveys, integrations, reporting, dashboards, workflows.
• Plan and lead QA, UAT, and launch activities for production-ready outcomes.
• Identify delivery risks and data issues, proposing solutions proactively.
• Act as a technical partner in discussions, explaining capabilities and trade-offs.
• Support account growth by identifying new use cases and improvements.
• Mentor junior analysts and contribute to knowledge sharing and standards.

Skills

CX delivery

SaaS expertise

Technical leadership

Requirements discovery

Stakeholder communication

Analytical problem-solving

Independence in delivery

English fluency

Tools

Medallia platform

Job description

Join a fast-growing Customer Experience (CX) professional services firm where every team member is expected to wear multiple hats and contribute directly to the business's growth.

Beyond core delivery responsibilities, you will have the opportunity to shape how we work, deepen your technical and analytical expertise, and expand your impact across projects, clients, and internal initiatives. This is an environment for people who enjoy solving complex problems and taking responsibility, not following rigid playbooks.

Your Role

As a Technical Program Manager, you will play a leading role in the configuration, delivery, and ongoing optimisation of CX solutions for our customers. You will bring deep hands-on experience with the CX platform and related technologies, and act as a technical lead on client workstreams, owning delivery outcomes with minimal oversight.

You will work closely with Program Directors and CX Advisors, but will be expected to operate independently across medium to high complexity implementations. This includes leading requirement discovery, designing robust technical solutions, configuring the platform, and supporting launches and post-launch optimisation. You will also act as a point of reference for more junior analysts, helping raise delivery quality and consistency across the team.

This role suits someone who enjoys being close to the technology and data, but who also understands client context and business outcomes.

Key Responsibilities

• Lead the technical delivery of client implementations and enhancements, owning solution design and configuration end to end.
• Translate complex business requirements into scalable, well-structured technical solutions.
• Configure and extend the Medallia platform to support surveys, data integrations, reporting, dashboards, workflows, and advanced use cases.
• Plan and lead QA, UAT, and launch activities, ensuring high-quality, production-ready outcomes.
• Proactively identify delivery risks, data issues, and optimisation opportunities, and propose solutions before issues escalated.
• Act as a technical partner in client discussions, confidently explaining platform capabilities, trade-offs, and recommendations.
• Support account growth by identifying opportunities for additional use cases, enhancements, or improvements to existing programs.
• Mentor and support junior analysts, contributing to knowledge sharing, standards, and best practices.

What You Will Bring

• Strong hands-on experience delivering SaaS-based CX solutions in a professional services or in-house environment.
• The ability to work independently on complex assignments and take ownership of technical outcomes.
• Experience working across the full delivery lifecycle, from discovery through launch and optimisation.
• Strong analytical and problem-solving skills, with a pragmatic approach to delivery.
• Confidence communicating with both technical and non-technical stakeholders.
• Full professional fluency in English.

Experience Profile (guidance)

Typically 5+ years of relevant experience in CX, analytics, or SaaS professional services roles, including demonstrable depth on the Medallia platform.

What We Offer

A competitive compensation package aligned to the local market and level of experience. Flexible working arrangements with a strong focus on outcomes. The opportunity to work on complex, high-impact client programs with international customers. Direct exposure to senior leadership and the ability to influence how delivery is structured and scaled. Clear opportunities for progression as the business grows, including the chance to take on broader technical or leadership responsibility over time.