Staff Technical Program Manager

The AI Process Transformation team plays a critical role in reimagining customer support workflows by embedding AI into end-to-end service processes. From self-service, deflection, and automation to agent augmentation and productivity optimization, our mission is to deliver measurable business outcomes while improving the customer and employee experience. As a Staff Technical Program Manager, you will orchestrate large, cross-functional AI and process transformation programs across CSS, ensuring they deliver measurable business outcomes such as customer satisfaction, agent productivity, and operational efficiency. You will drive program execution status across multiple workstreams including oversight of critical program issues, risks, decisions and change requests. Develop program charters, scope, milestones, success criteria, and executive reporting. Establish governance models and cadence to align cross-functional stakeholders. Partner with business product managers, AI/ML engineers, and operations leaders to design and deploy AI-first processes. Ensure AI-driven processes and solutions are production-ready and embedded into day-to-day operations.