Job Details:

Job Description: 

Intel's Intelligent Support Solutions (ISS) organization is at the forefront of transforming global customer support through digital-first, AI-powered solutions. As part of Intel Customer Support, ISS designs and delivers platforms, intelligence, and automation that facilitate millions of customer interactions annually. Our mission is to build the future of support—proactive, predictive, efficient, and AI-driven—spanning virtual assistants, agent assist technologies, omnichannel modernization, automation frameworks, enterprise data foundations, and global operational excellence. This is a unique opportunity to join the team defining Intel's next era of customer experience.

We are seeking a Sr. Strategic Technical Program Manager to lead complex, cross-functional initiatives that accelerate Intel's transformation to AI-enabled, self-service-first customer experiences. This role requires a strategic, technical, and highly collaborative leader who thrives in large-scale program environments. You will shape strategy, drive execution, integrate emerging technologies, and deliver measurable business impact across Intel's global support ecosystem.

Key Responsibilities:

• Serve as a strategic advisor to program sponsors, shaping direction, scope, and success criteria for Intelligent Support initiatives.

• Define and execute program strategies aligned with Intel's enterprise digital transformation and customer experience goals.

• Lead cross-functional initiatives that deliver AI-powered operations, next-gen self-service capabilities, and unified support experiences.

• Partner with executive leadership to establish KPIs, ROI frameworks, and business impact models.

• Oversee deployment of AI, automation, and agentic technologies that increase efficiency, accuracy, and customer deflection.

• Collaborate with engineering, data science, IT, and product teams to optimize scalable support solutions and AI/ML use cases.

• Lead multi-workstream programs from concept through delivery, focusing on seamless execution and measurable outcomes.

• Manage SOWs, procurement, vendor relationships, and budgets with rigor and accountability.

As a Successful Candidate, You Will:

• Excellent communication and stakeholder management skills.

• Strong leadership and strategic thinking abilities.

• Skills to thrive in collaborative, cross-functional environments.

• Proficiency in Agile methodologies and change management practices.

• Expertise in KPI development and program metrics.

• Problem-solving skills and adaptability to emerging technologies.

Are you ready to drive transformation at scale and redefine customer support with AI-powered solutions? Join Intel's Intelligent Support Solutions team and be part of a high-impact role that shapes the future of customer experience. Apply now to embark on a journey of innovation and excellence.

Qualifications:

You must possess the below minimum qualifications to be initially considered for this position. Preferred qualifications are in addition to the minimum requirements and are considered a plus factor in identifying top candidates. This position is not eligible for Intel immigration sponsorship.

Minimum Qualifications:

• Bachelor’s degree in engineering, computer science, business, or related field.

• 7+ years in technical program management or related strategic role

• 2+ years in all the following:

  • Customer support or service operations.

  • AI and Automation implementation

  • SDLC, Agile methodologies, and enterprise program frameworks.

  • KPI development, program metrics, and business impact measurement.

Preferred Qualifications:

• Master’s degree in engineering, CS, MBA, or related field.

• 10+ years in technical program management or related strategic role

• 5+ years of experience in:

  • Experience managing vendors, SOWs, procurement, and budget processes.

  • With implementing AI powered support systems, conversational AI or agentic automation at scale.

  • Customer support or service operations.

  • AI and Automation implementation

  • Background in contact center operations, warranty systems, returns processing, or reverse logistics.

  • Knowledge of warranty automation, product lifecycle, defect analysis, and supply chain integration.

  • Customer service KPIs and operational efficiency metrics.

  • Large tech organizations