Technical Project Lead
The Technical Project Lead, supports the delivery and operational management of customer communications technology initiatives from intake through implementation and production readiness.
The role serves as a key connection point across business, CX, marketing/communications, QA, and technical delivery teams, translating business needs into well-defined technical work and coordinating requirements, dependencies, risks, issues, and delivery activities.
The role will also contribute to the development of more standardized, repeatable, and scalable project management and delivery practices for customer communications technology initiatives.
· Technical Project & Requirements Management | 35%
- Manage technical requirements for customer communications initiatives from intake through implementation, translating business needs into clear, actionable technical work.
- Manage scope, dependencies, risks, issues and changes, identifying missing information, unclear ownership and downstream impacts before they affect delivery.
- Coordinate technical requirements involving data, integrations, templates, personalization, automation and deployment, driving decisions and actions to resolution.
· Development, QA & Production Readiness | 30%
- Coordinate delivery and handoffs across development, QA/testing and production, ensuring teams have the information required to execute the work.
- Track defects, requirement gaps, scope changes and technical blockers through resolution and retesting.
- Coordinate release and production readiness, ensuring outstanding issues, dependencies, documentation and approvals are visible and addressed before implementation.
· Stakeholder & Cross-Functional Management | 20%
- Serve as a key coordination point between business, CX, technical delivery and QA teams, bridging technical and non-technical stakeholders.
- Facilitate project and technical working sessions, establishing clear expectations around responsibilities, decisions and delivery.
- Drive follow-ups to closure and escalate unresolved blockers, decisions or ownership questions when appropriate.
· Documentation, Process Improvement & Operational Standards | 15%
- Maintain accurate and traceable documentation of requirements, decisions, dependencies and changes throughout the delivery lifecycle.
- Contribute to standardized project management practices, templates, SOPs, runbooks and knowledge-transfer materials.
Identify recurring delivery friction, unclear handoffs and process gaps, partnering with QA/process optimization resources to strengthen and standardize delivery practices.
Required Experience, Skills, and Knowledge
- Experience with Salesforce Marketing Cloud (SFMC) or a comparable marketing automation/customer communications platform.
- Experience working with API, FTP/file-based, or other data delivery and integration patterns.
- Experience using Azure DevOps, Jira, or comparable development/work-management platforms.
- Experience coordinating QA/testing and production release processes.
- Experience working in insurance, financial services, or another regulated industry.