Manager, Operations - AI Implementation & Program Management

Position Summary...

What you'll do...

Location Bentonville, AR (hybrid flexibility as business needs allow). This role is designed to be close to core partners across LMD Mission Control, Platform Stability, and Business Operations. The team you'll join The Platform Stability organization is the Spark Driver platform's frontline defense against friction-monitoring platform health in real time, surfacing emerging issues, and enabling intervention before drivers or customers feel the impact.

Within this group, Mission Control serves as the nerve center of incident intelligence: operationalizing a continuous loop of signal triage, alerting, and system-level mitigation to make the platform safer, smarter, and more stable. About the role LMD Mission Control is evolving from "dashboarding and monitoring" into an AI-enabled operations engine-where real-time data, anomaly detection, and workflow automation help the business prevent defects, reduce preventable cost, and accelerate time-to-diagnosis.

As an AI Program Manager, Implementation for Business Operations, you will own end-to-end delivery of internal AI and automation capabilities that power Mission Control workflows-moving from use case discovery and requirements through build, integration, rollout, and adoption. You'll sit at the intersection of operational execution and technical fluency, translating ambiguous business problems into scalable, production-ready solutions and ensuring measurable business outcomes.

This is a blended role: program leadership + technical translation + change enablement. You will lead through influence across Product, Engineering, Data Science, and UX while partnering directly with business leaders across operations, fraud/risk, and support. Develop and drive the end-to-end AI strategy across LMD Mission Control, Platform Stability, and Driver Experience-prioritizing the highest-value use cases and ensuring measurable outcomes.

In this role, you will

* Lead the AI Council-a high-visibility leadership forum that sets AI priorities and decisions, tracks commitments, and holds teams accountable for executing plans informed by AI insights.

* Identify and shape high-value AI use cases with Business Operations and Mission Control leaders-prioritizing work that improves decision-making speed, reduces manual effort, and increases platform stability.

* Own the use case discovery pipeline-partnering with Business Ops and platform leaders to surface, evaluate, and prioritize AI opportunities, then convert them into scoped roadmaps with clear success metrics.

* Design and implement new operational rhythms, processes, and cross-team alignments that embed AI insights into day-to-day decision-making and execution.

* Translate ambiguous operational workflows into scalable AI-enabled solutions, including agentic or automation patterns where appropriate (signal triage, anomaly detection, incident routing, investigative assistance, and playbook-driven interventions).

* Own program orchestration and delivery, driving execution across Engineering, Data Science, Business Operations, and product partners-managing scope, dependencies, milestones, risk, and release readiness.

* Operationalize Mission Control signals into action, enabling dashboards, alerting, and workflows that proactively detect anomalies across platform experience, driver behavior, and support contact drivers.

* Partner on fraud/risk signal enablement, helping translate fraud patterns and abuse hypotheses into detectable signals and implementable models/tools that support both real-time response and long-term prevention strategy.

* Define the operating model for adoption, including rollout plans, training, SOPs/playbooks, success metrics, and monitoring-ensuring solutions land with teams and stick.

* Measure value and communicate outcomes to senior stakeholders: time savings, reduction in incident impact, improved time-to-diagnosis, improved resolution accuracy, and ROI.

* Drive continuous improvement by monitoring tool performance, feeding learnings back into model/tool iteration, and strengthening governance and reliability over time.

What you'll bring Core experience

* 7+ years…