Lead Project/Program Manager (Customer Care Ops - AI Transformation)

Lead Project/Program Manager (Customer Care Ops - AI Transformation)

We’re looking for a Lead Project/Program Manager to drive AI-enabled transformation across our Customer Care Operations Support organization. The position is responsible for driving work end to end, from intake through deployment, and works across Care and Technology teams to support call delivery initiatives, helping translate strategic direction into clear requirements, delivery plans, and operation outcomes.

This role sits at the intersection of business strategy and execution—partnering across Operations, Product, Data, and Technology to bring intelligent solutions to life at scale. You will drive AI strategy and AI‑enabled solutions for the Customer Care Operations Support organization, leading complex, cross‑functional initiatives from concept through delivery. This person helps define the AI transformation strategy and multi‑year roadmap for Care Ops Support, translating strategy into executable plans that operationalize intelligent PMO platforms, advanced analytics and autonomous workflows.

The selected candidate will be a key connector and AI champion, partnering closely with Operations, Product, Data, and Technology to embed AI capabilities into core business processes at scale. They will own intake and coordination across business and technical teams, proactively managing data dependencies, risks, stakeholders, and resource needs. This role is equal parts strategic visionary and hands-on operator, ensuring cutting-edge AI initiatives (AI agents, machine learning models, intelligent automation) are well-governed and successfully delivered to drive transformation and optimize operational performance.
 

You will establish strategic collaborative relationships with Technical Experience, Product Development, Sales, Marketing, and executive leadership teams to ensure seamless project execution and business alignment.

Drive adoption and optimization of advanced project management platforms, automation tools, and integrated systems (Genesys, Salesforce, Intradiem ACT, etc) to maximize efficiency, transparency, and customer impact while reducing manual effort.

You will lead complex, cross-functional initiatives from concept through delivery, helping define and operationalize a multi-year AI roadmap. This role is ideal for someone who thrives in ambiguity, can translate strategy into action, and excels at driving alignment across diverse stakeholders.

This is primarily a business-functional lead role (70%) and is 30% technical,
requiring a strong operator who can connect strategy, execution, and measurable outcomes—supported by a working understanding of AI-driven capabilities and digital solutions.

What You’ll Do

• Drive AI Transformation Strategy: Help shape and execute a multi-year roadmap focused on AI-enabled solutions, intelligent workflows, and operational efficiency for Care Operations Support
• Lead End-to-End Programs: Own delivery of complex initiatives from intake through execution—ensuring alignment to scope, timeline, budget, and business outcomes
• Translate Strategy into Execution: Convert high-level vision into actionable plans, roadmaps, and prioritized initiatives
• Enable Cross-Functional Collaboration: Act as a central connector across business and technical teams, aligning priorities, dependencies, and execution plans
• Optimize Operations Through Innovation: Identify opportunities to implement advanced analytics, automation, and AI-driven capabilities to improve performance and scale
• Manage Intake & Governance: Oversee project intake, prioritization, reporting, and resource planning while ensuring proper governance of initiatives
• Proactively Manage Risk & Dependencies: Anticipate and resolve issues related to data, stakeholders, and delivery execution
• Deliver Executive-Level Communication: Provide clear updates, insights, and recommendations to senior leadership
• Mentor & Lead Through Influence: Guide team members and influence stakeholders without direct authority to drive outcomes

Top Must-Have Experience

• Proven experience leading large-scale, cross-functional programs with measurable business impact (ideally within operations, customer experience, or support organizations)
• Strong track record translating strategy into execution, including building roadmaps, prioritizing initiatives, and driving delivery
• Experience working in or alongside AI-enabled, data-driven, or automation-focused initiatives (e.g., analytics, process automation, intelligent workflows)
• Exceptional stakeholder management and influence skills, with the ability to align business and technical teams
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