Program Manager, Customer Experience and Insights Team

Ai Strategy & Innovation

Leverage generative AI tools (Amazon Quick Suite, Bedrock, PartyRock) daily to identify root causes, surface insights, and accelerate decision-making.
Develop AI-assisted workflows and intelligent automation that scale organization-wide as best practices.
Apply machine learning to analyze customer contact data at scale, identifying defects and patterns impossible to detect manually.
Pioneer new AI applications within CEIT and contribute to team AI strategy development.
Train cross-functional partners on AI adoption and champion AI-forward problem-solving.

Program Management & Execution

Analyze operational data to identify trends, root causes, and improvement opportunities.
Drive continuous improvement by identifying inefficiencies, defects, and customer pain points.
Define program requirements, mobilize teams, and drive goal achievement.
Design scalable SOPs, intake workflows, and program frameworks.
Optimize cross-team processes to improve efficiency and delivery timelines.
Implement change management strategies and measure performance using KPIs.
Balance time, quality, and resource trade-offs while identifying risks and escalating appropriately.

Stakeholder Engagement & Communication

Partner with cross-functional teams (Product, Engineering, Finance, Operations) to align priorities.
Prepare executive-level analytics and reporting weekly and monthly for VP and C-suite stakeholders.
Lead stakeholders through process transitions with training and documentation.
Communicate program status, risks, and decisions to leaders up to three tiers above level.
Facilitate meetings, working sessions, and decision-making forums.
Build cross-functional partnerships to amplify program impact.
Track, analyze, and optimize performance against established goals.

Basic Qualifications

• 3+ years of program or project management experience
• Experience working cross functionally with tech and non-tech teams
• Hands-on experience applying AI tools (e.g., generative AI, machine learning platforms, automation software) to operational workflows, reporting, or decision-making processes with measurable efficiency gains
• Demonstrated ability to analyze operational and business performance data (e.g., KPIs, SLAs, cost metrics) to identify trends, surface root causes, and develop actionable recommendations
• Prominent experience designing, documenting, and implementing AI-enabled SOPs, intelligent intake workflows, and automated operational frameworks that improve efficiency and reduce friction
• Proven experience leading teams and stakeholders through process transitions, including training development, documentation, and adoption tracking
• Strong written and verbal communication skills with demonstrated ability to present program status, risks, and recommendations to senior leadership (3+ tiers above level)
• Proficiency with AI-enhanced project management tools such as JIRA, Confluence, Asana, or equivalent platforms for tracking milestones, dependencies, and deliverables

Preferred Qualifications

• Experience contributing to or piloting AI-assisted workflows, automation initiatives, or emerging technology adoption within an operations context
• Background in business operations, customer support operations, or contact center environments with measurable impact on efficiency or cost reduction
• Metrics & AI-Powered Experience defining and tracking operational KPIs using AI-generated dashboards, machine learning insights, and adjusting programs based on predictive analytics
• Familiarity with consumer electronics, smart home technology, subscription services, or similar high-volume customer-facing businesses leveraging AI for customer experience improvement
• Exposure to Lean, Six Sigma, or similar continuous improvement methodologies combined with AI/automation applications in business operations
• Demonstrated ability to influence senior stakeholders and drive alignment across technical and non-technical audiences in ambiguous, fast-paced environments
• Experience managing program goals with AI-powered tracking and delivering weekly/monthly reporting to VP/CEO level stakeholders