Technical Project Manager, Technical Support (UK Remote), Manchester
Client: Turnitin, LLC
Location: Manchester, United Kingdom
Job Category: Other
EU work permit required: Yes
Job Reference: 2b83184cd6e2
Job Views: 6
Posted: 24.04.2025
Expiry Date: 08.06.2025
Job Description
We are seeking a highly organized and detail-oriented Technical Project Manager to join our Technical Support Team. This role will oversee key technical projects that enhance our support operations, including incident response processes, customer notifications, and cross-functional initiatives to improve efficiency and communication.
The ideal candidate has experience in project management within a technical environment, strong written and verbal communication skills, and a passion for driving process improvements that enhance the customer experience.
Key Responsibilities
- Lead and manage incident response processes, ensuring swift coordination between technical teams, support, and stakeholders.
- Collaborate with Technical Support, Engineering, Product, Customer Success, and other teams to define incident management and customer communication workflows.
- Work with Customer Success and Support leadership to understand customer impact and document communications and FAQs.
- Oversee customer notification processes, ensuring timely, clear, and effective communication during system disruptions and updates.
- Write customer-facing communications and respond to inbound customer emails with input from relevant teams.
- Provide internal communications and workflows within Support to manage customer notifications and inquiries.
- Coordinate with Product and Engineering to understand data requirements and implement customer response processes.
- Develop and maintain project plans, timelines, and documentation for support initiatives.
- Identify opportunities for automation and efficiency in incident handling and outreach.
- Drive post-incident reviews, track actions, and ensure continuous improvement.
- Implement best practices for change management and stakeholder communication.
- Monitor and report on KPIs related to incident response and customer communication.
Qualifications
Required
- 3+ years of project management experience in technical or support environments.
- Understanding of incident response frameworks, ITSM, and customer communication best practices.
- Experience with ticketing tools (e.g., Jira, Zendesk).
- Strong organizational, analytical, and problem-solving skills.
- Excellent written and verbal communication skills.
- Familiarity with agile methodologies and project management tools (e.g., Asana, Trello).
- Ability to work cross-functionally in a fast-paced environment.
Preferred
- Experience in SaaS or B2B tech companies.
- ITIL or PMP certification.
- Knowledge of AI-driven support tools and automation.
Why Join Us?
- Lead initiatives that impact customers and business success.
- Collaborative, innovative environment fostering growth.
- Opportunities within a fast-paced tech company.
Additional Information
Turnitin offers a comprehensive Total Rewards package including competitive pay, health and wellness programs, generous time off, and a remote-centric culture supporting work-life balance.
Our Mission: To ensure the integrity of global education and improve learning outcomes.
Our Values: Customer Centric, Passion for Learning, Integrity, Action & Ownership, One Team, Global Mindset.
Global Benefits
- Remote-first culture, health coverage, education reimbursement, paid time off, wellness days, holidays, volunteer time, charitable matching, home office reimbursement, mental health support, parental leave, retirement plans.
Note
We encourage candidates to apply even if they meet most but not all criteria. Turnitin is committed to diversity and equal opportunity employment.
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