Technical Program Manager, Digital Platform Operations (1-year contract)

Our client is a leading global technology company operating one of the world's largest digital platforms. They are looking for an experienced Technical Program Manager to lead platform operations, streamline large-scale review workflows, drive operational excellence, and improve the reliability and efficiency of developer support processes through automation and AI-enabled solutions.

This is a 1-year contract role.

Responsibilities

• Lead end-to-end operational management of platform review workflows, including quality, policy, application reviews, and developer support processes.
• Define, monitor, and improve operational KPIs, SLAs, throughput, and quality metrics across review pipelines.
• Identify operational bottlenecks and implement process improvements, automation, and AI-driven solutions to improve scalability and reduce manual effort.
• Partner with cross-functional teams including Product, Engineering, Policy, Trust & Safety, and Quality to drive operational excellence.
• Develop and maintain operational playbooks, escalation procedures, and governance frameworks.
• Lead incident management, root cause analysis, and resolution of operational issues.
• Build dashboards and executive reporting to provide visibility into operational health and performance.
• Support planning and execution of cross-functional technical programs by managing milestones, timelines, risks, and dependencies.

Requirements

• 10+ years of experience in Technical Program Management, Operations Program Management, or Platform Operations within a large-scale digital platform.
• Experience working in a platform-based business such as gaming, eCommerce marketplaces, food delivery, ride-hailing, app stores, digital marketplaces, or other large-scale consumer technology platforms will be good to have.
• Experience managing end-to-end operational workflows, with ownership of the entire process from intake and review through QA/QC, issue resolution, escalations, and continuous process improvement.
• Proven ability to oversee operational quality, define and monitor SLAs/KPIs, identify bottlenecks, and implement scalable improvements to increase efficiency and throughput.
• Strong cross-functional program management experience, partnering with Product, Engineering, Operations, Trust & Safety, Customer Support, and other business teams to drive execution.
• Experience leading incident management, root cause analysis, and implementing corrective and preventive actions.
• Strong analytical skills with experience using dashboards, operational metrics, and data to drive decisions and improve performance.