Manager - Customer Interaction Suite

A Technical Program Manager (TPM) is responsible for leading the end-to-end delivery of complex technology programs, including product development, deployment, and lifecycle management for communication platforms such as SMS, WhatsApp, Email, RCS and Voice solutions . The role acts as a bridge between Product, Engineering, Operations, Sales, and Customer Success teams to ensure successful implementation and adoption of products. Key Responsibilities Drive the planning, execution, and delivery of technical programs and product initiatives. Manage the complete product lifecycle for SMS, WhatsApp Business, Email, and Voice communication platforms . Lead product deployment, implementation, onboarding, and rollout activities across customers and internal stakeholders. Coordinate with Engineering, Product, Operations, Security, Compliance, and Business teams to deliver solutions on time. Define program scope, timelines, milestones, dependencies, and success metrics. Manage customer integrations, platform migrations, and deployment strategies. Identify and mitigate risks, resolve blockers, and ensure smooth execution. Track program KPIs, adoption metrics, service performance, and customer satisfaction. Drive process improvements, automation, and operational excellence initiatives. Provide executive-level reporting and stakeholder communication. Required Skills Strong program and project management experience. Good understanding of CPaaS (Communications Platform as a Service) products including SMS, WhatsApp Business API, Email, and Voice solutions. Experience managing product deployments, customer implementations, and platform integrations . Knowledge of APIs, cloud platforms, system architecture, and enterprise software delivery. Strong stakeholder management, communication, and leadership skills. Experience with Agile, Scrum, and product development methodologies. Excellent problem-solving, risk management, and analytical abilities. Success Metrics Successful delivery and deployment of communication products. On-time program execution and customer go-live completion. Platform adoption and utilization growth. Service reliability, uptime, and operational efficiency. Customer satisfaction and business impact. Effective management of risks, dependencies, and stakeholder expectations. One-line Summary: A TPM drives the development, deployment, and adoption of SMS, WhatsApp, Email, and Voice products , ensuring seamless execution of technical programs, customer implementations, and business outcomes across cross-functional teams. Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications