Senior TPM - Enterprise Systems

Job description

Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences. Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey – from service, to sales, to ecommerce. Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration. Fin can also be combined with our natively integrated Intercom help desk for one single system that is designed to meet the needs of modern day support teams. Founded in 2011, Fin became one of the fastest growing companies and remains one of the largest private software companies in the world with nearly 30,000 global businesses using our products to transform their customer support. Driven by our core values, we push boundaries, build with speed and intensity, and relentlessly deliver incredible value to our customers. What's the opportunity? Fin's Finance Integrations, Finance and People systems are the backbone of how the company runs, pays, hires and reports. As a Senior Technical Program Manager for Enterprise Systems you'll drive the programs that build and evolve those efforts, from implementation through to integration, adoption and governance. You'll work across Finance, People, Legal, and Engineering to turn ambiguous business problems into sequenced, funded and delivered programs. This is a program management role first. You'll need the technical depth to hold your own with architects and engineers, being measured on whether complex, multi-team programs land on time and to the bar. What will I be doing? Own end-to-end delivery of Fin's most complex Enterprise Systems programs. Multi-quarter, multi-workstream, spanning several teams. You are accountable for the outcome, not just the plan. Partner deeply with Finance, Billing and People teams to turn their problems into solutions. Get close enough to how they actually work that you can challenge the stated requirement and find the better answer underneath it. Shape initiatives before they become projects. Work with group and functional leadership to pressure-test the problem, define scope and success measures, and say no to work that doesn't earn its place. Manage stakeholders and expectations directly. Set a clear bar for what will land and when, communicate change early and often while also building trust that lets you influence decisions without authority. Plan around the business, not just the roadmap. Fin's Finance and People functions run on cycles: month end, quarter end, year end, payroll, performance and planning. You'll sequence delivery, testing and cutover around those cycles and protect the teams through them. Own the roadmap and the communication around it. Drive visibility, sequencing and build a shared understanding across other IT group teams and up to Senior Stakeholders. Run implementations with rigour. Requirements, functional specs, build oversight, UAT, cutover and hypercare. Manage risk actively. Surface issues, dependencies and delays early. Bring mitigation options and escalate with a recommendation, not just a problem. Lead the change, not just the system. Plan and deliver the enablement, comms, and training that make adoption real after go-live. Raise the bar on how we deliver. Improve planning, governance, and ways of working across the Enterprise Systems team. What skills do I need? 6+ years managing technical programs and projects end-to-end , with a track record of enterprise system implementations you personally led from initiation through go-live and stabilisation. Proven command of program management fundamentals: planning, sequencing, resourcing, dependency management, risk and issue management and status reporting to peers up to senior leaders that they can trust. Track record delivering multiple concurrent workstreams without losing control of scope, timeline, or quality.