At a Glance
- Tasks: Lead incident response processes and enhance customer communication in a tech-savvy environment.
- Company: Join Turnitin, a global leader in promoting honesty and fairness in education.
- Benefits: Enjoy remote work, generous time off, health coverage, and wellness programs.
- Other info: Embrace growth opportunities in a fast-paced tech company with a remote-first culture.
- Why this job: Make a real impact on customer experience while driving innovation in a collaborative team.
- Qualifications: 3+ years in project management with strong communication and organisational skills.
The predicted salary is between 36000 - 60000 £ per year.
Turnitin is a global organization with a remote-centric culture. We have partnered with educational institutions to promote honesty, consistency, and fairness for over 25 years. Our services include Feedback Studio, Originality, Gradescope, ExamSoft, Similarity, and iThenticate, used by more than 21,000 academic institutions, publishers, and corporations. This role is remote-centric and focused on enhancing support operations through incident response processes, customer notifications, and cross-functional initiatives.
The ideal candidate is highly organized, detail-oriented, and experienced in project managing within a technical environment. Strong written and verbal communication skills and a passion for process improvements that enhance the customer experience are essential.
Key Responsibilities- Lead and manage incident response processes, coordinating between technical teams, support, and stakeholders.
- Collaborate with Technical Support, Engineering, Product, Customer Success and other teams to define incident management and customer communication workflows.
- Work with Customer Success and Support leadership to understand customer impact and document customer communications and FAQs.
- Oversee customer notification processes to ensure timely, clear, and effective communication during system disruptions and planned updates.
- Write customer-facing communications and answer inbound customer emails in collaboration with input from Customer Success and other teams.
- 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 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, track action items, and ensure 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.
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 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.
Additional Qualifications:
- Experience in a SaaS or B2B technology company.
- ITIL or PMP certification is a plus.
- Knowledge of AI-driven support tools and automation.
- Opportunity to lead critical initiatives that directly impact customers and business success.
- A collaborative and innovative environment where your ideas drive real change.
- Growth opportunities within a fast-paced technology company.
Total Rewards @ Turnitin
Turnitin offers a Total Rewards package that is competitive within the local job market, including remote-friendly policies, generous time off, health and wellness programs, and flexibility to prioritize well-being.
Our Mission is to ensure the integrity of global education and meaningfully improve learning outcomes.
Our Values underpin everything we do.
- Customer Centric - Putting educators and learners at the center of our work.
- Passion for Learning - Encouraging continuous learning and growth.
- Integrity - The heartbeat of Turnitin, shaping products and relationships.
- Action & Ownership - A bias toward action with empowered decision-making.
- One Team - Collaboration and celebration of successes.
- Global Mindset - Respect for local cultures while thinking globally.
- Remote First Culture
- Health Care Coverage*
- Education Reimbursement*
- Competitive Paid Time Off
- 4 Self-Care Days per year
- 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
See Beyond the Job AdAt Turnitin, we recognize it’s unrealistic for candidates to fulfill 100% of the criteria. We encourage you to apply if you meet the majority of the requirements and are willing to learn and evolve with us.
Turnitin, LLC is committed to equal access to its programs, facilities and employment. All qualified applicants will receive consideration for employment without regard to status as a protected veteran.
#J-18808-LjbffrTechnical Project Manager, Technical Support (UK Remote) in Manchester employer: Energy Jobline ZR
Turnitin is an exceptional employer that champions a remote-centric culture, fostering collaboration and innovation among its team members. With a strong commitment to employee growth, the company offers competitive benefits including generous time off, health and wellness programs, and opportunities for continuous learning within a fast-paced technology environment. Join us to lead impactful initiatives that enhance customer experiences while being part of a mission-driven organisation dedicated to integrity in global education.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Project Manager, Technical Support (UK Remote) in Manchester
✨Tip Number 1
Network like a pro! Reach out to your connections in the tech and project management space. A friendly chat can lead to insider info about job openings or even a referral, which can give you a leg up in the application process.
✨Tip Number 2
Prepare for those interviews! Research Turnitin’s services and think about how your experience aligns with their mission. Be ready to discuss specific examples of how you've improved processes or handled incidents in past roles.
✨Tip Number 3
Show off your communication skills! During interviews, practice explaining technical concepts in simple terms. This will demonstrate your ability to translate complex information into customer-friendly messaging, which is key for this role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the Turnitin team.
We think you need these skills to ace Technical Project Manager, Technical Support (UK Remote) in Manchester
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in project management and technical support. We want to see how your skills align with the role, so don’t hold back on showcasing relevant achievements!
Showcase Your Communication Skills:Since strong written communication is key for this role, ensure your application is clear and concise. Use straightforward language and avoid jargon where possible. We’re looking for someone who can translate complex ideas into customer-friendly messaging.
Highlight Your Organisational Skills:Being detail-oriented is crucial for a Technical Project Manager. In your application, mention specific tools or methods you’ve used to stay organised and manage projects effectively. This will help us see how you can contribute to our incident response processes.
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at Turnitin!
How to prepare for a job interview at Energy Jobline ZR
✨Know Your Incident Response Frameworks
Familiarise yourself with incident response frameworks and IT service management (ITSM) principles. Be ready to discuss how you've applied these in past roles, as this will show your understanding of the technical environment and your ability to manage incidents effectively.
✨Showcase Your Communication Skills
Prepare examples of how you've translated complex technical details into customer-friendly messaging. This role requires strong written and verbal communication skills, so practice articulating your thoughts clearly and concisely.
✨Demonstrate Your Project Management Experience
Be ready to discuss specific projects you've managed, particularly in a technical or customer support setting. Highlight your experience with tools like Jira or Asana, and explain how you kept projects on track and communicated with stakeholders.
✨Emphasise Continuous Improvement
Think about instances where you've identified opportunities for automation or efficiency in your previous roles. Be prepared to share these examples, as the company values process improvements that enhance the customer experience.
