Customer Experience Program Manager
Core
Define and execute AI Operations strategy to align with business goals like case deflection, resolution time reduction, and support scalability by translating operational gaps into AI-powered solutions.
Role type
Senior IC Program Manager (AI Operations)
Builds
AI-powered operational capabilities including agent workflows, copilots, automation systems, and multi-agent orchestration for triage, diagnostics, and knowledge retrieval.
Domain
AI/ML Operations, Cloud Support, Enterprise Software
Deliverable
production ML models | product features
Required skills
Program management, AI/ML systems design, LLM integration, multi-agent orchestration, Azure cloud platforms, data-driven decision making, cross-functional leadership, AI evaluation frameworks, stakeholder alignment.
Preferred skills
Experience in support engineering or SRE environments, agentic AI concepts, global distributed team management.
Technologies
Azure, LLMs, RAG, Python, C#, Java, JavaScript, C++, C
Responsibilities
Define requirements for multi-agent systems and workflow orchestration; establish evaluation frameworks for AI effectiveness; lead cross-org initiatives spanning engineering, product, and support; engage with customers to identify unmet needs; drive adoption of AI agents across workflows; monitor AI performance via observability systems.
Seniority
Senior, hands-on IC