Datex Inc.

Compensation

Full Description

The Technical Program Manager (TPM) is a strategic partner and technical leader responsible for driving exceptional customer outcomes, maximizing solution adoption, and influencing product evolution. This role demands advanced technical acumen, deep domain expertise in logistics and supply chain operations, and a proven ability to lead cross-functional initiatives. The TPM serves as a trusted advisor to enterprise clients, ensuring seamless solution delivery, proactive issue resolution, and long-term account success. To be successful in this role, you must be located in the United States. Key Responsibilities: Serve as the primary technical strategist for high-value clients, overseeing complex change requests (CRs), escalations, and strategic account planning. Lead the scoping and design of CRs, including detailed LOEs, technical specifications, GWT requirements, test plans, and validation protocols. Drive end-to-end lifecycle management of CRs, ensuring alignment with client goals, timely execution, and measurable outcomes. Conduct advanced data mapping and integration analysis, ensuring optimal system interoperability. Maintain deep understanding of client environments, workflows, and business objectives to deliver tailored technical guidance. Act as a technical escalation point for critical support cases, providing leadership in issue triage and resolution. Develop and maintain comprehensive documentation across enterprise systems (Dynamics, DevOps, Sidekick, OneNote). Collaborate with Product, Engineering, Support, Architecture, and Account Management to influence roadmap decisions and ensure client needs are met. Establish, monitor and report on strategic KPIs: CR throughput, LOE accuracy, SLA adherence, client satisfaction, and operational efficiency. Facilitate Root Cause Analysis (RCA) sessions and drive continuous improvement initiatives. Partner with Account Management to identify growth opportunities, support renewals, and contribute to strategic account development. Lead Monthly Business Reviews (MBRs), presenting insights, performance metrics, and operational recommendations. Oversee client software environments, ensuring proactive version control, upgrade planning, and feature enablement. Deliver executive-level presentations and product demonstrations to stakeholders. Mentor junior team members, fostering a culture of excellence, collaboration, and continuous learning. Maintain expert-level knowledge of company products, services, and industry trends. Champion a customer-first mindset, driving satisfaction, retention, and reference-ability. Limited travel, likely less than 20% may be required. May require travel up to 15% of the time. Preferred Skills and Competencies: Strategic thinking and ability to align technical solutions with business goals. Strong leadership, mentoring, and team development capabilities. Exceptional communication skills with the ability to influence and engage diverse audiences. Advanced proficiency in SQL, TypeScript, and report development. Expertise in Tier 1 or Tier 2 WMS platforms and related technologies. High attention to detail, organizational excellence, and project management acumen. Resilience, empathy, and a proactive approach to problem-solving. This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of the Employer. Other duties or projects may be assigned in addition to this general overview of the job. Education Bachelor’s degree in Business, Supply Chain Management, Computer Science, Engineering, or Equivalent Experience Experience 5+ years of experience in technical support, solution architecture, software implementation, or related roles. Extensive experience in logistics, supply chain, 3PL, or warehouse operations. Proven success managing strategic client relationships, driving product adoption, and influencing business outcomes. Demonstrated leadership in cross-functional project execution and stakeholder engagement. Expertise in ticketing systems and CRM platforms. Medical, Vision, Dental and Life/Disability Insurance available Paid Time Off and Paid Holidays 401K Supportive leadership environment Salary range: $100k to $115k base salary. Not only does Datex Inc. accept difference — we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products, and our community. Datex is proud to be an equal opportunity workplace! Datex will consider qualified applicants with criminal histories in a manner consistent with local Fair Chance Hiring Ordinances.