Omnichannel Technical Program Manager

Title: Omnichannel Technical Program Manager
Location: 675 W Kendall St, Cambridge, MA 02142 - REMOTE
About The AES Group
The AES Group is a premier technology and engineering consulting company that has brought businesses and talent together for over 20 years to deliver innovative solutions with the greatest positive impact on society. AES has helped over 40 business enterprises, including Fortune 500 companies, engage their customers, empower their employees, and transform their business operations with the power of cloud, data, AI, engineering, and other emerging technologies.
Job Description:

We are seeking a Senior Omnichannel Technical Program Manager to lead complex, technology-enabled initiatives focused on customer identity, data connectivity, and omnichannel capabilities.
The ideal candidate will have strong experience managing cross-functional technology programs involving Data Management, Web Platforms, CRM, MarTech, Customer Engagement Platforms, Analytics, and external vendors. This role requires strong technical understanding of integrations, data flows, APIs, environments, testing, releases, and dependencies, but does not require hands-on engineering.
The Technical Program Manager will drive initiatives from discovery and requirements through design, development, testing, deployment, rollout, adoption, and post-launch stabilization, while ensuring alignment across business and technical stakeholders.

Key Responsibilities
Technical Program Management

• Lead end-to-end delivery of complex omnichannel technology programs from discovery through production launch and stabilization.
• Develop and manage integrated project plans, milestones, workback schedules, dependencies, decision logs, and delivery roadmaps.
• Break large initiatives into phases, work packages, owners, milestones, acceptance criteria, and measurable outcomes.
• Lead MVP, pilot, and scale-up planning, including market/audience sequencing and launch readiness.

Cross-Platform & Technology Integration

• Coordinate initiatives across Data Management, Web Platforms, CRM, Customer Engagement Platforms, MarTech, Analytics, Privacy, Security, and external vendors.
• Maintain an end-to-end understanding of customer data, identity, consent, content, channels, integrations, and customer journeys.
• Facilitate technical working sessions to clarify system interactions, data handoffs, integration points, dependencies, and ownership.
• Translate technical decisions and system changes into business impacts, delivery requirements, and stakeholder actions.
• Identify opportunities to replace manual processes and reporting with scalable, automated, and governed data solutions.

Requirements & Agile Delivery

• Partner with business and Omnichannel stakeholders to translate business use cases into functional, technical, and data requirements.
• Manage JIRA and Confluence as reliable sources of truth for requirements, scope, status, technical documentation, decisions, risks, dependencies, and launch readiness.
• Coordinate epics, user stories, tasks, acceptance criteria, and deliverables across multiple teams.
• Ensure project documentation and technical artifacts remain accurate, complete, and accessible.

Testing, Release & Risk Management

• Coordinate testing, defect triage, environment readiness, deployment, cutover, go/no-go decisions, and post-launch hypercare.
• Identify critical-path risks, cross-project dependencies, resource constraints, and delivery conflicts.
• Develop mitigation plans and drive timely issue resolution and escalation.
• Track delivery metrics including milestone health, dependency closure, defect trends, launch readiness, and adoption.

Stakeholder & Executive Communication

• Provide clear and proactive status updates covering progress, risks, dependencies, decisions, and timeline impacts.
• Translate complex technical information into concise, actionable communication for business stakeholders and senior leadership.
• Facilitate meetings and working sessions across highly matrixed business and technology teams.
• Drive accountability, decision-making, and alignment across internal teams and vendors.

Required Qualifications

• Bachelor's degree in Business, Technology, Information Systems, Computer Science, or a related field.
• 8+ years of experience in Technical Program Management, Project Management, Program Management, Product Delivery, Digital Operations, MarTech, Data, or related areas.
• Proven experience leading complex, cross-functional technology initiatives involving multiple systems, teams, vendors, and business stakeholders.
• Strong understanding of:
  • APIs and system integrations
  • Data flows and data connectivity
  • Customer identity and master data
  • CRM and Customer Data Platforms
  • Marketing automation / MarTech
  • Web and digital platforms
  • Cloud-based technologies
• Experience managing requirements, architecture/design dependencies, testing, releases, environment readiness, defect management, and operational handoff.
• Strong experience with JIRA, Confluence, Agile/Scrum methodologies, and project planning tools.
• Ability to communicate effectively with both technical and non-technical stakeholders.
• Strong facilitation, organization, problem-solving, communication, and stakeholder-management skills.
• Ability to manage multiple priorities and drive delivery in a highly matrixed environment.

Preferred Qualifications

• Experience in Pharmaceutical, Life Sciences, Healthcare, or another regulated industry.
• Familiarity with privacy, consent, security, and regulatory/promotional review requirements.
• Experience with Salesforce Marketing Cloud (SFMC) and/or Veeva CRM.
• Experience working with Omnichannel, Customer Engagement, Data Management, MarTech, or Digital Experience platforms.
• PMP, Scrum Master, or comparable project/program management certification.
• Advanced degree in a relevant discipline.