Program Manager
We are seeking a proactive and influential Program Manager to drive cross-functional excellence in product adoption, training, and support across Journal Technologies. This role combines technical expertise, leadership capability, and a passion for building scalable enablement programs that empower internal teams and implementation partners.
The ideal candidate thrives at the intersection of technology, training, and process optimization, leading initiatives that strengthen the company’s product knowledge ecosystem while remaining hands-on in delivering impactful enablement content and resolving complex issues.
Success in This Role Means:
- Building a cohesive enablement framework that scales across departments.
- Reducing recurring support issues through proactive training and documentation.
- Driving adoption and understanding of platform updates across internal teams.
- Acting as a trusted advisor to both technical and business stakeholders.
Key Responsibilities:
- Partner cross-functionally with Implementation, Documentation, Product, and Professional Services to define and evolve best practices for platform deployment and enablement.
- Lead the design and delivery of comprehensive enablement programs that enhance product proficiency across internal teams and customer-facing functions.
- Mentor and guide peers and contributors involved in enablement and training development.
- Drive consistency and scalability in knowledge-sharing practices across departments.
- Collaborate with the Documentation team to create and maintain training sessions, webinars, and documentation for internal and external audiences.
- Ensure onboarding programs are effective and continuously updated to reflect new product releases and features.
- Act as the senior escalation point for complex product or platform issues reported by internal teams.
- Reproduce, analyze, and troubleshoot technical issues through log analysis, configuration inspection, and SQL queries.
- Collaborate with Product and Engineering teams to validate fixes, identify root causes, and drive resolution SLAs.
- Track and interpret recurring support trends to influence product improvements and documentation priorities.
- Serve as a bridge between Product, Implementation, and Engineering, ensuring technical accuracy and customer-focused outcomes.
- Advocate for end-user and implementation partner perspectives during product planning discussions.
- Champion standards for knowledge management and documentation across support and enablement functions.
- Establish repeatable processes for issue tracking, escalation, and resolution.
- Develop and maintain self-service tools and content that reduce dependency on direct support.
Qualifications:
- Bachelor’s degree in Computer Science, Software Engineering, or related field.
- 5+ years of experience in technical support, implementation, or product enablement roles, with at least 1–2 years in a leadership or mentorship capacity.
- Strong technical aptitude with experience in REST APIs, JSON/XML, and basic SQL.
- Familiarity with issue-tracking systems (e.g., JIRA Service Management) and documentation platforms.
- Excellent communication and presentation skills, with the ability to translate complex concepts for non-technical audiences.
- Proven track record of leading cross-functional initiatives or projects involving product training and rollout.
Preferred:
- Experience with configurable or low-code platforms.
- Background in professional services delivery or software implementation in regulated industries (e.g., justice, government).
- Demonstrated ability to develop enablement materials for both internal and client audiences.
- Familiarity with product lifecycle processes and go-to-market readiness.
The above statements describe the general nature and level of work being performed in this job function. They are not intended to be an exhaustive list of all duties; additional responsibilities may be assigned.
At this time, we are only able to consider candidates who are Canadian or U.S. citizens or permanent residents due to employment authorization requirements. We are unable to provide visa sponsorship or work authorization support for this position.
Why Journal Technologies?
Visit www.journaltech.com/careers for more information, but highlights include:
- Competitive compensation based on skills, experience, and years of service.
- Quality medical, dental and vision coverage.
- Competitive paid time off as well as paid holiday time.
- 401(k) retirement (US) and GRRSP (CDN) programs.
- Annual professional development funds - $1,500 USD annual per employee.
- Book subscriptions with an extensive library in each office for personal and professional growth.
- Flexible working hours which you can coordinate with your supervisor.
- Ability for employees to work from a remote location (e.g., home) or office.
- Personal meetings with direct managers approximately every four to six weeks to discuss career growth and advancement opportunities as well as other issues important to the employees.
- Travel opportunities between Journal Technology offices and with clients.
- We provide technology that matters in the world, and we're a stable employer comprised of quality people, with a commitment to investing in our people.