Technical Program Manager, CX Intelligence & AI

What you'll do:

• Define a strategic roadmap and partner with Engineering to deliver high-priority initiatives and innovative solutions to CX challenges, while executing ongoing and annual roadmapping for priority programs across multiple product areas and holding the line on quality across product and operational areas.
• Own a large portfolio of agent tooling and SaaS initiatives spanning AI automation, customer/agent insights, analytics infrastructure, and support channel strategy, including evaluating external vendors for new AI automation solutions to leverage as part of the tooling stack.
• Independently uncover CX and customer opportunities where neither the problem nor the solution is well understood, and drive alignment with CX and Engineering leadership to shift resources, launch new projects, or cancel existing initiatives by leveraging frameworks and presenting tradeoffs to drive the right business priorities.
• Own opportunity sizing, define north-star success metrics, and set quarterly targets for shared KRs in partnership with EAA product managers, while managing the source of truth for OKR performance and program reporting to leadership (WBR/QBR).
• Drive business process documentation to ensure proper change management and rollout of tooling and automation changes across CX.
• Innovate with technology and drive AI-first solutions across all responsibilities, continuously identifying opportunities to leverage automation and emerging AI capabilities to improve CX outcomes.

Required Skills and Experience:

• 10+ years of experience in technical program management, product/program management, strategy, or related roles within complex, scaled technology environments, preferably supporting CX engineering teams, with prior experience building or materially transforming a CX function at a product-led tech company where automation and AI were central to the roadmap.
• Proven track record independently uncovering business and customer challenges where neither the problem nor the solution is well understood, creating strategies that span engineering teams, and demonstrated ability to make the call or escalate the need to