Senior Customer Experience Program Manager
Core
Define and execute AI Operations strategy to align with business goals like case deflection and resolution time reduction by translating operational gaps into AI-powered solutions.
Role type
Senior Customer Experience Program Manager (AI Operations)
Builds
AI-powered operational capabilities including agent workflows, copilots, and automation systems for triage, diagnostics, and knowledge retrieval.
Domain
AI Operations / Customer Experience / Cloud Platforms
Deliverable
production ML models | product features
Required skills
AI/ML systems, LLMs, agentic AI concepts, multi-agent orchestration, prompt design, cloud platforms (Azure), data and metrics analysis, support operations, AI evaluation frameworks, telemetry, experimentation practices, cross-functional initiative delivery.
Preferred skills
Experience in support engineering, SRE, or ITSM environments, global distributed team collaboration, executive communication and storytelling.
Technologies
Azure, LLMs, RAG, multi-agent orchestration, telemetry systems.
Responsibilities
Define requirements for multi-agent systems and workflow orchestration; establish evaluation frameworks for AI effectiveness; drive adoption of AI agents across workflows; partner with engineering to bring AI services to production; monitor AI and operational performance via observability systems; track AI Ops KPIs; lead cross-org initiatives; engage with customers to identify unmet needs.
Seniority
Senior, hands-on IC
