The AI Implementation Technical Program Manager will build and govern a repository of AI-powered tools to automate and standardize workflows across the customer support organization. They will partner with cross-functional teams to develop, test, and maintain these tools while ensuring high standards of quality and responsible AI practices.
About the Role
We're looking for an AI Implementation Technical Program Manager to build and steward a governed repository of AI-powered tools that automate and standardize workflows across a customer support organization. This is a new, high-impact role at the intersection of AI product operations, knowledge management, and quality assurance. You'll partner with product managers, engineers, operations leads, and frontline teams to turn institutional knowledge into reusable, verified, production-grade AI tools - and keep them accurate and effective as products and processes evolve.
Key Responsibilities
Partner with product managers, operations leads, and subject-matter experts to identify high-value workflows suitable for AI tool development
Coordinate and conduct the development, testing, and implementation of AI tools for internal teams, ensuring a high standard of output
Define and steward the AI tools submission lifecycle, including standardized templates, acceptance criteria, and governance
Design and operate a structured AI tool evaluation framework, defining test cases and pass/fail standards before any tool goes live
Own the ongoing health of the repository, monitoring for use cases that become stale, inaccurate, or redundant as products and workflows change
Maintain version history and a change-log for every AI tool, enabling rollback and audit
Establish deprecation criteria and retire tools that no longer deliver value, communicating changes to affected teams
Define and own the AI tooling governance model: naming conventions, metadata standards, access controls, review cadences, and ownership assignment
Create and maintain a discoverable skills catalogue with clear documentation of purpose, inputs/outputs, limitations, and known edge cases
Run regular repository audits, producing health reports that track coverage, quality scores, adoption trends, and outstanding gaps for leadership
Champion responsible AI practices, ensuring tools include appropriate guardrails, escalation paths, and human-in-the-loop checkpoints where required
Support team-wide training sessions and internal communications to ensure organizational alignment
Qualifications
Required
7+ years of experience in technical program management with a proven track record of success
Demonstrable experience with AI tools, including prompt engineering, LLM-based product development, or AI workflow automation, with strong instincts for where AI adds genuine value vs. introduces risk
Exceptional written communication skills, with the ability to translate complex operational workflows into clear, structured documentation for non-technical readers
Experience designing and running quality or evaluation frameworks, with a track record of defining what "good" looks like and holding work to that standard
Strong program management instincts, able to manage a portfolio of work across multiple stakeholders and deliver reliably
A collaborative, ambitious, low-ego working style with the ability to influence without authority across product, engineering, operations, and analytics teams
Hands-on, working knowledge of software product development lifecycle and methodologies; Agile experience preferred
Preferred
Experience in a customer support, trust, or operations organization at a technology company
Understanding of data quality principles and experience working with analytics or data science teams to instrument impact metrics
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