Summary of Position:

The Senior Technical Program Manager (Sr. TPM) is responsible for driving the delivery of advanced technical solutions—including automation, AI, telecommunications, and other strategic initiatives—from concept to completion. This role leads large-scale, complex technical programs that enable business growth, deliver customer value, and position the company at the forefront of innovation. The Sr. TPM manages cross-functional teams, aligns stakeholders, and ensures seamless execution of advanced solutions while maintaining focus on scalability, efficiency, and profitability.

Essential Functions:

• Develop and execute strategic programs for advanced solutions (e.g., automation, AI, telecommunications) to align with organizational goals and customer needs
• Define program vision, mission, and roadmaps to guide the development, execution, and scalability of advanced solutions
• Drive the end-to-end design and productization of new technologies, transitioning solutions from ideation to implementation and high-quality customer delivery
• Analyze and document workflows, value streams, and technical processes to streamline delivery and enable standardization across programs
• Lead cross-functional teams to deliver programs on time, within scope, and within budget
• Manage program resources, staffing plans, and skill alignment to meet evolving project needs
• Identify risks, remove roadblocks, and ensure program milestones, SLAs, and quality standards are achieved
• Forecast and manage program budgets and financial performance to ensure profitability and success
• Monitor KPIs and operational metrics, driving continuous improvement initiatives to enhance scalability and delivery quality
• Provide leadership, coaching, and performance oversight to build and maintain high-performing teams
• Serve as the escalation point and key liaison between leadership, technical teams, customers, and vendors to ensure alignment and seamless execution
• Partner with Sales, Product, and Engineering to define requirements, drive program success, and facilitate smooth handoffs from development to post-implementation support
• Build, train, and mentor program management teams to optimize performance and capabilities
• Review test code and designs frequently to ensure programs meet technical and quality goals
• Ensure delivery team resources are empowered with the tools and support needed to succeed in cross-functional projects
• Identify and eliminate obstacles to solution plans, business goals, or implementation
• Stay abreast of industry trends and emerging technologies to identify opportunities for innovation and continuous improvement
• Lead initiatives to enhance processes, tools, and workflows for efficiency and scalability

Competencies:

1. Ensures Accountability
2. Tech Savvy
3. Communicates Effectively
4. Values Differences
5. Customer Focus
6. Resourcefulness
7. Drives Results
8. Plans and Prioritizes
9. Decision Quality
10. Self-Development

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee in this position frequently communicates with other co-workers/clients who have inquiries about the various projects and other needs.  Must be able to exchange accurate information in these situations.  The employee must be able to remain in a stationary position 75% of the time.  The employee in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.  Constantly operate a computer and office machinery such as a calculator, keyboard, copy machine, and printer.  Frequently moves boxes with equipment weighing up to 25lbs across the building and/or to other offsite buildings for various project needs.

Required Education and Experience:

• Bachelor’s degree in management, business administration, computer science or related fields               
• 8+ Years of Experience

Qualifications:

• Bachelor’s degree in Computer Science, Engineering, or a related technical field. Master’s degree preferred
• Experience managing complex technical programs, with a proven track record in advanced solutions such as automation, AI, telecommunications, or strategic technology initiatives
• Strong experience leading cross-functional teams and managing enterprise-level technical projects from conception to delivery
• Exceptional ability to align technical program goals with business outcomes and customer value
• Expertise in risk management, process optimization, and scaling technical solutions
• A minimum of three years managing or supervising a customer service department or tech service department
• A critical thinker and problem solver
• A leader with excellent communication and interpersonal skills that is effective at working with and influencing individuals at all organizational levels; persuasive and empathetic; able to handle pressure and manage conflict 
• Strong computer and software skills (MS Outlook/Excel/Word, etc.)
• Comfortable performing in a fast pace/high volume environment
• Excellent customer service delivery and organizational skills 
• Very strong problem-solving skills (creative) 
• Self-directed; ability to communicate findings, make recommendations, and facilitate change
• Knowledge of IT hardware terminology
• Ability to review current processes and procedures with a view of enhancing the overall customer service we provide (turnaround times, cost prevention, improve SLAs)

Preferred experience: 

o    Inventory control and management 

o    Billing or Accounts Receivables 

o    Supervising or managing field technicians or engineers

AAP/EEO Statement:

3MD Inc. is an equal opportunity employer and does not discriminate based on gender, sex, age, race and color, religion, marital status, national origin, disability, sexual orientation, gender identity or expression, veteran status, or any other category that is protected by applicable law.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.