Program Manager II - Care Agent Workspace
Core
Strategic program management for customer care applications, optimizing agent workflows, and evaluating technology solutions to enhance operational performance and customer experience.
Role type
Senior IC Program Manager (Operations & Technology)
Builds
Strategic roadmaps, ROI models, and optimized care desktop applications
Domain
Telecommunications / Customer Experience Operations
Required skills
Strategic program management, financial acumen, data analysis, technology evaluation, change management, stakeholder management
Preferred skills
Generative AI/LLMs, agent-assist bots, automated workflows
Technologies
Google Suite, Generative AI tools, automated workflow solutions
Responsibilities
Shape 6–12 month strategic roadmap in partnership with senior leadership, conduct deep-dive research into care workflows using quantitative analytics and qualitative feedback, evaluate internal tools against third-party software applications, facilitate agent roundtables and feedback sessions, serve as a domain subject matter expert, champion continuous innovation by integrating AI capabilities
Seniority
Senior, hands-on IC
