Program Manager II - Business Applications

About the role

As a Technical Program Manager within the BizTech team, you will move beyond tactical application support to take a central role in shaping the future of shipment support across TMS and Workload ecosystems. This is a high-impact strategic position focused on enabling AI agents and defining the long-term vision for our support tooling landscape. Working out of our Chicago office, you will collaborate alongside key stakeholders in Strat Ops, Product Operations, and the broader BizTech team to ensure our technology stack scales with the business. You will lead critical evaluations of new technologies and drive the architectural decisions that bridge the gap between complex business needs and technical automation. What the candidate will do Strategic Leadership & Tooling Vision Future-State Foundation: Establish the overarching framework for shipment support tooling across TMS and Brokerage. Product Evaluation: Co-lead high-priority evaluations for new platforms (e.g., Bliss) and manage vendor relationships for Front and Zendesk. AI Integration: Define and develop support capabilities that align with business growth and the integration of AI agents. Platform Roadmapping: Own the H1/H2 technical roadmap, ensuring system health, scalability, and uptime. Program & Technical Management Integration Planning: Plan and manage major integrations, upgrades, and complex application build-outs. Technical Design: Apply deep technical knowledge to design and architecture decisions to ensure functionality is built for supportability at scale. Governance & Security: Develop and enforce governance strategies, admin guardrails, and security standards for business applications. Documentation: Create comprehensive "Who, What, Why" documentation for major use cases, detailing functional requirements and implementation strategies. Business Alignment & Consulting Stakeholder Collaboration: Partner side-by-side with fellow Program Managers and regional leads to align technical solutions with evolving business needs. Process Improvement: Proactively identify workflow bottlenecks and help implement automated solutions to drive OpEx savings. Operational Insight: Engage directly with Brokerage and TM operations to understand support workflows and translate them into effective tooling strategies. Operations Support Backing up our Support Engineers as need arises in the following areas: Ticket management: Tracking, prioritizing, and escalating support tickets Configuration changes: Manage app configuration Incident resolution and troubleshooting

Requirements

• Education : Bachelor's degree in Information Systems, Operations Research, or a related field
• Technical Skills: Basic knowledge of SQL and business intelligence tools like Tableau, Power BI
• Experience: 2+ years of experience in technical program management or a high-level technical support role, preferably supporting enterprise applications like Front or Zendesk.
• Communication: Excellent interpersonal and communication skills with a strong focus on customer satisfaction.
• Problem-Solving: Strong analytical abilities to troubleshoot deep-tier technical incidents and optimize complex configurations.
• Organizational Skills: Ability to manage multiple tasks simultaneously and prioritize effectively.
• Team Player: Demonstrated ability to work collaboratively in a team environment.
• Certifications: Certifications in any of the supported applications (e.g., Salesforce Certified Administrator, Zendesk Support Administrator).
• Application Administration Experience: Front, Zendesk, Salesforce, McLeod, etc.
• Industry Experience: Experience in the logistics, freight, or transportation industry.
• Benefits & Compensation for U.S. Employees
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Benefits

Additional Information

Schedule: Full Time Job Type: Hybrid Salary Type: Salary Req #: 2770

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