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we are looking for a Customer Operation Program Manager.
As a Program Manager in the customer operation organization, you will work with senior management and play a pivotal role in overseeing multiple internal projects that will ensure successful strategic and operational objectives.
Your role will involve facilitating alignment and communication among project teams, identifying potential challenges, and developing strategies to address them. You will also track progress, report on outcomes, and adjust plans as necessary to stay on target.
Additionally, you will lead project management standards, metrics, and tools for the enablement of tracking progress and mitigating risks.
What youll do:
Program Planning:
Develop and articulate the program's strategic and operational objectives in alignment with the organization's goals.
Create detailed project plans, including timelines, milestones, and resources required.
Program Oversight:
Oversee and coordinate the execution of multiple projects within the program, ensuring adherence to timelines and quality standards.
Monitor progress, identify risks, and implement mitigation strategies. Manage budgets and resource allocation across projects.
Stakeholder Management:
Act as the primary point of contact for senior management and stakeholders, fostering strong relationships.
Communicate project progress and outcomes effectively to all levels.
Team Leadership:
Lead and motivate project teams, providing guidance and support to ensure objectives are met.
Facilitate collaboration among teams and promote a positive work environment.
Risk Management: Identify potential risks and develop contingency plans to address issues proactively.
Reporting and Documentation: Prepare and present regular reports on program performance, including key metrics and achievements.

As a Customer Operations AI Transformation Lead, you will drive the strategy, execution, and adoption of AI initiatives across the Customer Operations organization. You will work closely with senior leadership and cross-functional stakeholders to identify high-impact opportunities for AI, translate them into scalable programs, and ensure measurable business outcomes.
In this role, you will lead multiple AI transformation projects-spanning processes, tooling, automation, analytics, and customer-facing operational workflows-while establishing governance, best practices, and success metrics. You will ensure alignment across teams, mitigate risks, and build organizational readiness for change.
What youll do:
AI Transformation Strategy & Planning
Define and articulate the AI transformation roadmap for Customer Operations aligned with organizational goals.
Identify and prioritize AI use cases with clear ROI (efficiency, quality, customer experience).
Build detailed execution plans including timelines, milestones, dependencies, and resources.
Program Oversight & Execution
Lead the delivery of multiple AI initiatives (automation, copilots, workflow optimization, knowledge enablement).
Monitor progress, manage dependencies, and ensure adherence to quality and delivery standards.
Track impact using KPIs (e.g., cycle time reduction, cost-to-serve, deflection, quality improvements).
Manage resource allocation across projects and ensure operatinal continuity during change.
Stakeholder Management & Change Enablement
Serve as the primary point of contact for senior management on AI transformation progress.
Align cross-functional stakeholders (Ops, CS, Product, R&D, Data, IT, Security).
Drive adoption by building enablement plans, training, communications, and feedback loops.
Governance, Standards & Risk Management
Establish best practices for AI implementation in Customer Operations (process, tooling, documentation).
Define governance for AI usage (quality control, privacy, security, compliance, escalation flows).
Identify risks early and develop mitigation and contingency plans.
Reporting & Documentation
Prepare and present regular program updates including milestones, outcomes, risks, and KPIs.
Maintain structured documentation: business cases, implementation plans, adoption plans, lessons learned.