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As an IT Program Manager for Wix's Customer Care, youll oversee the technical aspects of systems and flow optimization, ensuring that IT systems and infrastructure support efficient Customer Care operations. Youll leverage your technical expertise and understanding of Customer Care processes to lead our team in troubleshooting and innovation. In your day-to-day, you will:

Conduct in-depth root cause analysis of recurring technical issues, propose long-term solutions to prevent future issues
Conduct market research to find the best tools, systems, and technical solutions for IT Customer Care needs
Oversee network infrastructure, including setup, configuration, and troubleshooting of LAN/WAN, VPNs, firewalls, and routers
Design and implement integrations between various systems to improve workflow efficiency and data consistency across platforms
Provide Level 2/3 technical support, respond to and resolve escalated IT tickets and troubleshoot user issues
Use APIs, middleware, or scripting to link different applications (e.g., Google Workspace, Jira, CRM systems) and ensure data flow between them
Advocate for the Customer Care experience, educating internal stakeholders on technical requirements and limitations

We are looking a highly skilled Technical Project Manager with a strong background in software development to join our Release Operations group. The ideal candidate will have experience managing complex, cross-functional projects in the software domain, with a focus on delivering new products and releases for scale projects.

This role involves overseeing the entire project lifecycle, from planning and execution to final delivery, while coordinating various teams across the different departments in the R&D.

Key Responsibilities
Lead and manage large-scale, cross-functional product development initiatives within a strategic Release Operations Group, ensuring timely delivery and high-quality outcomes.
Oversee the full project lifecycle from planning and execution to final delivery across multiple departments and global teams.

Define project scope, goals, success metrics, timelines, and resource needs; build and maintain detailed project plans while tracking progress against milestones.

Take ownership of technical and product requirements, ensuring all critical elements are integrated into the project plan.

Coordinate and align efforts across diverse stakeholders including R&D, QA, PMO, Product Management, Operations, Support, Technical and Non-Technical Sales, and Field Support.

Identify and proactively manage risks, dependencies, and bottlenecks to ensure smooth execution.

Apply Agile/Scrum methodologies to drive iterative development, manage sprints, and support continuous improvement.

Facilitate and enforce the use of standardized development processes, tools, and best practices to promote operational excellence.

Provide clear and timely communication to all stakeholders, including executive-level reporting and steering committee updates.

Contribute to the evolution and improvement of project management methodologies, templates, and tools.