Technical Project Manager, Technical Support

Company When you join Turnitin, you'll be welcomed into a company that is a recognized innovator in the global education space. For more than 25 years, Turnitin has partnered with educational institutions to promote honesty, consistency, and fairness across all subject areas and assessment types. Turnitin products are used by educational institutions and certification and licensing programs to uphold integrity and increase learning performance, and by students and professionals to do their best, original work. Experience a remote-first 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. Turnitin is a global organization with team members in over 35 countries including the United States, Mexico, United Kingdom, Australia, Japan, India, and the Philippines. Job Description 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. The ideal candidate has experience in project management within a technical environment, strong written and verbal communication skills, and a passion for driving process improvements that enhance the customer experience. 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). 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. Additional Information Total Rewards @ Turnitin At Turnitin, we believe Total Rewards go far beyond pay. While salary, bonus, or commission are important, they’re only part of the value you receive in exchange for your work. Beyond compensation, you’ll experience the intrinsic rewards of unleashing your potential and making a positive impact on global education. You’ll also thrive in a culture free of politics, surrounded by humble, inclusive, and collaborative teammates. In addition, our extrinsic rewards include generous time off and health and wellness programs that provide choice, flexibility, and a safety net for life’s challenges. You’ll also enjoy a remote‑first culture that empowers you to work with purpose and accountability in the way that suits you best, all supported by a comprehensive package that prioritizes your overall well‑being. Our Mission Our Mission is to ensure the integrity of global education and meaningfully improve learning outcomes. Our Values Customer Centric: Our mission is on improving learning outcomes; we do this by putting educators and learners at the center of everything we do. Passion for Learning: We are committed to our own learning and growth internally. And we support education and learning around the globe. Integrity: Integrity is the heartbeat of Turnitin—it is the core of our products, the way we treat each other, and how we work with our customers and vendors. Action & Ownership: We have a bias for action. We act like owners. We are willing to change even when it’s hard. One Team: We strive to break down silos, collaborate effectively, and celebrate each other’s successes. Global Mindset: We consider different perspectives and celebrate diversity. We are one team. The work we do has an impact on the world. Global Benefits Remote First Culture Health Care Coverage* Education Reimbursement* Competitive Paid Time Off Self‑Care Days 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 Seeing Beyond the Job Ad At Turnitin, we recognize it’s unrealistic for candidates to fulfill 100% of the criteria in a job ad. We encourage you to apply if you meet the majority of the requirements because we know that skills evolve over time. If you’re willing to learn and unleash your potential alongside us, join our team #J-18808-Ljbffr