Overview

We are seeking a highly organized and detail-oriented Technical Project Manager to join our Technical Support Team. This role will oversee key technical projects that enhance our support operations, including incident response processes, customer notifications, and cross-functional initiatives to improve efficiency and communication.

Experience a remote-centric culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritizes your overall well-being. Our diverse community of colleagues are all unified by a shared desire to make a difference in education.

Key Responsibilities

• Lead and manage incident response processes, ensuring swift coordination between technical teams, support, and stakeholders.
• Collaborate with Technical Support, Engineering, Product, Customer Success and other teams as needed to define incident management and customer communication workflows.
• Work with Customer Success and Support leadership to understand the customer impact and document customer communications and ongoing FAQs.
• Oversee customer notification processes, ensuring timely, clear, and effective communication during system disruptions and planned service updates.
• Write customer facing communications and answer inbound customer emails in conjunction with input from Customer Success and other teams as needed.
• Provide internal communications and workflows within the Support organization to manage specific customer notifications and inbound questions.
• Work with Product and Engineering to understand data requirements for customers and implement processes to respond to customer requests.
• Develop and maintain project plans, timelines, and documentation for key technical support initiatives.
• Identify opportunities for automation and efficiency in incident handling and customer outreach.
• Drive post-incident reviews, tracking action items and ensuring continuous improvement.
• Implement best practices for change management and stakeholder communication.
• Monitor and report on KPIs related to incident response efficiency, resolution times, and customer communication effectiveness.

Qualifications

Required Qualifications:

• 3+ years of experience in project management within a technical or customer support environment.
• Strong understanding of incident response frameworks, IT service management (ITSM), and customer communication best practices.
• Experience working with ticketing and incident management tools (e.g. Jira, Zendesk, or similar).
• Excellent organizational, analytical, and problem-solving skills.
• Strong written and verbal communication skills, with the ability to translate technical details into customer-friendly messaging.
• Familiarity with agile methodologies and project management tools (e.g., Asana, Monday.com, Trello, or similar).
• Ability to work cross-functionally in a fast-paced, dynamic environment.

Preferred Qualifications:

• Experience in a SaaS or B2B technology company.
• ITIL or PMP certification is a plus.
• Knowledge of AI-driven support tools and automation.

Why Join Us?

• Opportunity to lead critical initiatives that directly impact our customers and business success.
• A collaborative and innovative environment where your ideas drive real change.
• Growth opportunities within a fast-paced technology company.

Benefits

• Remote First Culture
• Health Care Coverage*
• Education Reimbursement*
• Competitive Paid Time Off
• 4 Self-Care Days per year
• National Holidays*
• 2 Founder Days + Juneteenth Observed
• Paid Volunteer Time*
• Charitable contribution match*
• Monthly Wellness or Home Office Reimbursement/*
• Access to Modern Health (mental health platform)
• Parental Leave*
• Retirement Plan with match/contribution*

* varies by country

Additional Information

Our Mission is to ensure the integrity of global education and meaningfully improve learning outcomes.

Our Values underpin everything we do.

• Customer Centric - We realize our mission to ensure integrity and improve learning outcomes by putting educators and learners at the center of everything we do.
• Passion for Learning - We seek out teammates that are constantly learning and growing and build a workplace which enables them to do so.
• Integrity - We believe integrity is the heartbeat of Turnitin. It shapes our products, the way we treat each other, and how we work with our customers and vendors.
• Action & Ownership - We have a bias toward action and empower teammates to make decisions.
• One Team - We strive to break down silos, collaborate effectively, and celebrate each other’s successes.
• Global Mindset - We respect local cultures and embrace diversity. We think globally and act locally to maximize our impact on education.

EEO Notice Turnitin, LLC is committed to the policy that all persons have equal access to its programs, facilities and employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.