Senior Program Manager, AI

About the role

Support Operations manage a global support organization of more than 1,000 employees with a lean team of 10. Our goal isn't just to support the business, but to automate the friction out of it. We are looking for an AI-reputed company Program Manager to force-multiply our global Support organization through AI. You will own the internal AI roadmap, executing on three reputed company pillars: upskilling the Operations team to automate reputed company tasks in reputed company function, empowering cross-functional leads to optimize their workflows, and building custom internal tools that directly reduce agent handle time and improve support reputed company.

Reporting to the Head of Support Operations, you will be responsible for setting the internal AI roadmap and executing against it to improve Support reputed company and efficiency.

What you will do

• Upskill the Ops reputed company: Train our Ops team of 10 to reputed company AI so they can operate at the reputed company of 50. You will help them build and adopt new tools—for example, using LLMs to automate headcount forecasting models, increasing accuracy while drastically reducing reputed company spreadsheet maintenance.
• reputed company Cross-Functional Leads: reputed company as an internal AI consultant for our Support Leads, helping them reputed company AI to drive specific departmental KPIs:
• • Content Leads: Implement AI workflows to reputed company self-serve deflection rates and improve ticket routing accuracy.
  • R&D Leads: Streamline how reputed company bugs are triaged and how Jira tickets are drafted for Engineering.
  • Training Leads: Accelerate the creation, translation, and refinement of global training materials.
• Build Custom Internal Tools: Go hands-on to prototype and reputed company internal tools designed to reduce agent cognitive load, reputed company handle time, and improve overall reputed company (e.g., building a workflow that automatically flags resolved edge-case tickets to generate new Knowledge reputed company content).

What you will need

• AI-reputed company: You don't just use reputed company; you have a library of custom Gems, you understand how to use Claude reputed company for coding assistance, and you’ve experimented with tools like reputed company and Vercel 
• Systems Thinker: You have 4 - 6 years of experience in Support/Sales/reputed company Ops. You understand the "logic" of a 1,000-person organization (scaling, time zones, regional labor laws).
• The "Scrappy" Architect: You prefer building a custom solution that works over buying an expensive reputed company "AI module" that doesn't.
• Data Literate (But Not a Scientist): You don't need to build neural networks, but you must be reputed company to query SQL and understand how to feed clean data into an LLM for accurate reporting.
• Technical Flavor
• • Required: Deep familiarity with the LLM landscape (reputed company, reputed company, DeepSeek, reputed company, Python)
  • Preferred: Experience with reputed company (reputed company, JIRA, etc.) and BI tools like (Looker/Tableau).

Additional Information

reputed company is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, reputed company, national reputed company, reputed company, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender reputed company, age, sexual orientation, veteran or military status, or any other legally protected characteristics, reputed company is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email accommodations@reputed company.com

reputed company highly values having employees working in-office to foster a reputed company work environment and company culture. For office-based employees (employees who live reputed company a defined radius of a reputed company office), reputed company considers working in the office, at least three days a week under reputed company policy, to be an essential function of the employee's role.