Principal Techanical Program Manager
Docker, Inc · United States
- Hybrid
- Full-time
- CA$243,000 / year
- United States
Job highlights
- Lead strategic programs for Enterprise Support.
- Manage complex, cross-functional initiatives.
- Partner with Engineering, Product, and Sales.
- Design and scale premium support processes.
- Drive customer experience and business outcomes.
About the role
About Docker
Docker has been one of the most loved brands in developer tooling, trusted by more than 20 million monthly users and over 20 billion container image pulls. From solo founders to the world's largest companies, developers rely on Docker to build, share, and run their applications across our suite of products including Docker Desktop, Docker Hub, and Docker Scout.
We are a globally distributed, remote-first team building the tools that define how software gets built and delivered. As AI agents redefine software development, Docker is at the center of that shift, providing the sandboxed environments, verified images, and secure infrastructure that make autonomous workflows trustworthy by default.
Docker supports customers using the largest and most popular container registry service in the world today, Docker Hub. Millions of users - community developers, open source projects and Independent Software Vendors - push and pull Docker container images billions of times through Docker Hub.
The Role
We are seeking a Principal Technical Program Manager (TPM) to lead and participate in high-impact, strategic programs for our Enterprise Support team. This team is responsible for delivering premium support services to large enterprise customers for a variety of on-prem and cloud based products and services.
As a TPM, you will operate at both the strategic and execution layers (coach/player), driving large, complex initiatives that span multiple organizations. You will partner with leadership across Engineering, Product, Security, Revenue, and Support to define priorities, align roadmaps, and ensure successful delivery of initiatives that improve the customer experience and drive business outcomes. A critical component of this role is designing and scaling processes that deliver premium services with efficiency, consistency, and high-quality execution across global teams.
Responsibilities
- Managing large, cross-functional projects/programs. With a focus on the success of Enterprise and Premium Support service delivery.
- Creating and tracking: Roadmaps, Timelines, Milestones, Dependency management across teams
- Partnering with sales and revenue teams to drive attachment, value, and retention of premium support services.
- Identifying technical and operational risks early. Managing inter-team dependencies. Creating mitigation and contingency plans
- Leading without authority across: Engineering, Product, Revenue, Support. Driving alignment and decision-making while managing competing priorities.
- Clear, concise communication to all stakeholders.
- Breaking down complex problems into manageable parts. Understanding how systems and teams interconnect. Anticipating downstream impacts of decisions
- Use data to evaluate process effectiveness and drive ongoing improvements
- Serve as a trusted advisor on program strategy, execution, and operational scaling
Qualifications
- 8+ years of experience in Technical Program Management or Senior Support Leadership roles in a software or SaaS environment
- Background in delivering high touch premium support services to large enterprise customers.
- Deep understanding of: Enterprise Support, Premium Support, High Touch Support operations and delivery
- Solid understanding of: AI Agentic Tools (Claude, Codex, Cursor), Cloud platforms (AWS, GCP, Azure), Support Ticketing Systems (Salesforce)
- Proven track record of leading large-scale, complex programs across global teams and organizations
- Experience designing and scaling operational processes or delivery frameworks
- Experience partnering with revenue and sales organizations
What to Expect
First 90 Days
- Understand processes, roadmap, and priorities
- Deep dive into Premium Support customers
- Build relationships with key stakeholders
- Identify risks, dependencies, and gaps
- Define program scope, milestones, and KPIs
- Remove blockers and improve coordination
- Deliver early wins and increase visibility
First Year
- Own larger cross-functional programs
- Improve delivery consistency and predictability
- Standardize processes and frameworks
- Improve efficiency and reduce friction
- Influence strategy and prioritization
- Drive org-level initiatives and mentor others
How We Work
- Scope & Complexity: You'll work on projects of moderate scope and complexity with significant impact on your team and related teams
- Guidance: You'll receive general instructions on routine work and more detailed guidance on new or complex tasks
- Growth: You'll have opportunities to lead projects, mentor teammates, and develop emerging strategic thinking skills
- Autonomy: You'll exercise judgment within defined processes while contributing to process improvements
Docker does not offer visa sponsorship for this role.
We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on April 13, 2024. Please see the independent bias audit report covering our use of Covey here.
Perks
- Freedom & flexibility; fit your work around your life
- Designated quarterly Whaleness Days plus end of year Whaleness break
- Home office setup; we want you comfortable while you work
- 16 weeks of paid Parental leave (after 6 months of employment)
- Technology stipend equivalent to $100 USD net/month
- PTO plan that encourages you to take time to do the things you enjoy
- Training stipend for conferences, courses and classes
- Equity; we are a growing start-up and want all employees to have a share in the success of the company
- Docker Swag
- Medical benefits, retirement and holidays vary by country
- Remote-first culture, with offices in Seattle and Paris
Diversity & Inclusion
Docker embraces diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our company will be.
Key skills/competency
- Principal Technical Program Manager
- Enterprise Support
- Premium Support
- SaaS
- Program Management
- Roadmap Planning
- Stakeholder Management
- Process Improvement
- Cross-functional Leadership
- Risk Management
Skills & topics
- Technical Program Manager
- Program Management
- Enterprise Support
- SaaS
- Software Development
- Cloud Platforms
- AI Agentic Tools
- Process Improvement
- Cross-functional Leadership
- Remote Work
How to get hired
- Tailor your resume: Highlight experience in Technical Program Management, Enterprise Support, and SaaS environments. Quantify achievements in program delivery and process scaling.
- Craft a compelling cover letter: Emphasize your leadership in complex, cross-functional programs and your ability to drive business outcomes. Mention specific understanding of premium support operations.
- Prepare for behavioral questions: Be ready to discuss how you lead without authority, manage competing priorities, and break down complex problems. Use the STAR method to structure your answers.
- Showcase technical understanding: Be prepared to discuss your familiarity with AI Agentic Tools, cloud platforms (AWS, GCP, Azure), and support ticketing systems like Salesforce.
- Understand Docker's culture: Research Docker's remote-first, global team approach and commitment to developer tooling. Align your answers with their values of innovation and inclusion.
Technical preparation
Behavioral questions
Frequently asked questions
- What are the key responsibilities of a Principal Technical Program Manager at Docker?
- The Principal Technical Program Manager at Docker is responsible for leading high-impact, strategic programs within the Enterprise Support team. This includes managing large cross-functional projects, developing roadmaps, identifying and mitigating risks, and partnering with sales and revenue teams to enhance customer support services and drive business outcomes. A significant aspect is designing and scaling processes for efficient, consistent, and high-quality premium support delivery globally.
- What kind of experience is Docker looking for in a Principal Technical Program Manager candidate?
- Docker seeks candidates with at least 8 years of experience in Technical Program Management or Senior Support Leadership roles within a software or SaaS company. Essential qualifications include a background in delivering high-touch premium support to enterprise clients, a deep understanding of support operations, familiarity with AI tools, cloud platforms (AWS, GCP, Azure), and ticketing systems (Salesforce). Proven experience in leading large-scale, complex programs and scaling operational processes is also critical.
- How does Docker approach remote work and work-life balance for its employees?
- Docker operates as a remote-first company, offering flexibility to fit work around personal life. They provide perks like a home office setup, designated 'Whaleness Days' for rejuvenation, and a PTO plan encouraging time off. This culture supports a healthy work-life balance for all employees, regardless of their location.
- What is the expected impact of a Principal Technical Program Manager in their first year at Docker?
- In their first year, a Principal Technical Program Manager at Docker is expected to own larger cross-functional programs, improve delivery consistency and predictability, and standardize processes and frameworks. They will focus on enhancing efficiency, reducing friction, influencing strategy and prioritization, and driving organizational initiatives, while also mentoring other team members.
- What are some of the unique perks offered by Docker to its employees?
- Docker offers several attractive perks, including freedom and flexibility in work arrangements, paid parental leave, a technology stipend, a PTO plan, and a training stipend for professional development. Employees also benefit from equity in the growing startup, Docker Swag, and comprehensive medical benefits, with country-specific variations. The remote-first culture is a significant perk for many.