Program Manager - Customer Retention AI Agent (Google CCAI) - W2 Only

Key Responsibilities

• Own the program roadmap, milestones, and delivery cadence for the retention agent build (discovery, design, build, pilot, GA)
• Cross-coordinate cross-functional squads: conversational designers, Dialogflow CX/CCAI engineers, data/ML teams, QA, and contact center operations
• Define and track program KPIs (containment rate, retention lift, deflection rate, CSAT/NPS impact, AHT reduction)
• Run governance: steering committee updates, RAID logs, budget tracking, and change management
• Drive integration planning across CRM, telephony/CCaaS, billing, and retention-offer systems
• Manage phased rollout strategy (pilot cohort, regional, full production) and post-launch optimization cycles
• Escalate and resolve cross-team blockers; manage dependencies between engineering, data privacy/compliance, and business stakeholders

Required Qualifications

• 10+ years of program/project management experience, including 3+ years managing AI/conversational AI, CX, or contact-center technology programs
• Hands-on program delivery experience with Genesys Cloud CX (or comparable enterprise contact-center platform) environments
• Working knowledge of Google Cloud Contact Center AI (CCAI) / Dialogflow CX, or strong aptitude to ramp quickly on the platform
• Prior experience managing customer retention, churn-reduction, or customer experience transformation initiatives
• Strong stakeholder management skills comfortable presenting to VP/C-level sponsors and running working sessions with engineers
• Experience with Agile/Scrum and hybrid delivery models; PMP, PgMP, or SAFe certification a plus
• Familiarity with CRM (Salesforce/ServiceNow), telephony integrations, and data privacy considerations (PCI, PII) in contact center contexts

Nice to Have

• Prior experience specifically launching a virtual agent / conversational AI bot into a live contact center
• Experience with retention/loyalty program design (offers, save desks, win-back campaigns)
• Google Cloud certification (Professional Cloud Architect or CCAI-specific training)