Program Manager - AI

Own and drive AI-led transformation programs focused on improving customer experience and operational efficiency.
Identify customer and business problems and translate them into scalable AI and technology solutions.
Drive AI-powered chat and conversational solutions to improve customer query resolution and reduce resolution time.
Analyze customer queries, conversations, feedback, and operational data to identify root causes and recurring problems.
Build program plans, define milestones, track dependencies, and ensure timely execution and delivery.
Work closely with Product, Technology, Operations, Customer Experience, and Business teams to implement transformation initiatives.
Drive stakeholder management across multiple functions and ensure alignment on priorities, timelines, and outcomes.
Leverage data to track program performance, identify gaps, and drive continuous improvement.
Define and monitor key metrics around query resolution, automation, turnaround time, customer effort, and customer experience.
Identify opportunities to automate repetitive customer queries and improve first-time resolution.
Manage program risks, dependencies, escalations, and execution challenges proactively.
Continuously challenge existing processes and identify simpler, faster, and smarter ways of solving customer problems.

Experience in Program Management, Transformation, Customer Experience, Operations, Product, or Consulting.
Strong experience in managing cross-functional programs from strategy to execution.
Understanding of AI, automation, Chatbots, Conversational AI, or digital transformation.
Strong data management and analytical skills with the ability to convert data into actionable insights.
Excellent stakeholder management and communication skills.
Strong structured problem-solving and execution capabilities.
Ability to work in a fast-paced, ambiguous environment with high ownership.
A Problem Hustler — someone who doesn't just identify problems but takes ownership, finds solutions, and drives them through to closure.
Customer-first mindset with a passion for transformation and continuous improvement.