Technical Program Manager

Job Summary

Driving cross-functional execution for CX Intelligence & AI, the full-time remote Technical Program Manager will manage complex initiatives, define strategic roadmaps, and oversee a portfolio of AI-driven customer support solutions while collaborating with engineering and product teams.

Key responsibilities

• Define a strategic roadmap and partner with Engineering to deliver high-priority initiatives and innovative solutions to customer experience challenges
• Own a large portfolio of agent tooling and SaaS initiatives, including evaluating external vendors for AI automation solutions
• Independently identify CX opportunities and drive alignment with leadership to launch new projects or adjust resources as needed

Required qualifications

• 10+ years of experience in technical program management or related roles within complex technology environments, preferably in customer experience
• Proven track record of uncovering business challenges and creating strategies that span engineering teams
• Exceptional program management skills with the ability to manage risk and execute complex initiatives on time
• Fluency with AI/ML systems, automation platforms, and CX technologies, along with experience working with analytics tools
• Experience collaborating with Product, Engineering, and Analytics to translate insights into systemic improvements