Program Manager; AI Enablement

The Post Sales Operations (PSO) Service Planning & Strategy team is seeking an experienced Program Manager to support the delivery of AI-powered customer support solutions across self-service and assisted-service experiences. This role is highly execution-focused and centered on translating customer-support opportunities into scalable automation, driving operational readiness, and ensuring disciplined end-to-end delivery through launch and post-launch optimization.

The ideal candidate brings experience spanning contact-center AI, customer self-service, transactional automation, and Salesforce technologies, including Service Cloud and Agentforce. This person thrives in complex, cross-functional environments and can operate with sufficient technical depth to partner effectively with product and engineering teams.

This role partners closely with product, design, engineering, data science, operations, analytics, and customer-support organizations to ensure AI solutions are technically sound, operationally scalable, measurable, and ready to support customers globally.

Key Responsibilities

• Lead end-to-end execution across a portfolio of AI-enabled customer-support and contact-center initiatives.
• Translate customer journeys, service strategies, and operational requirements into executable product and technical delivery plans.
• Drive customer self-service solutions, including conversational AI, guided support, automated transactions, intelligent routing, and escalation to human support.
• Support delivery of Agentforce capabilities such as case summaries, automated case wrap-up, next-best actions, knowledge retrieval, agent workflows, and generative responses.
• Partner with Salesforce, product, and engineering teams to define workflows, integration requirements, data dependencies, exception handling, and platform capabilities.
• Manage detailed program plans, milestones, dependencies, risks, and launch-readiness criteria across multiple concurrent work streams.
• Coordinate UX design, engineering development, quality assurance, user acceptance testing, experimentation, rollout, and post-launch stabilization.
• Ensure AI solutions meet quality, scalability, customer-experience, privacy, and operational-readiness requirements.
• Establish and monitor success metrics such as AI resolution, containment, deflection, escalation, handling time, latency, quality, and customer satisfaction.
• Analyze automation failures and customer escalation patterns to identify opportunities for continued improvement.
• Facilitate cross-functional and leadership reviews to drive alignment, decision-making, risk resolution, and accountability.

Must Haves

• 5+ years of experience in program management delivering technology, automation, customer-experience, or support-operations programs.
• Experience implementing AI solutions within a customer-service, contact-center, or post-sales environment.
• Deep experience with Salesforce Service Cloud and Agentforce, including workflows, case management, automation, integrations, and reporting.
• Experience delivering customer self-service chatbots, virtual agents, agent-assist capabilities, or automated customer transactions.
• Strong technical aptitude, including familiarity with APIs, system integrations, data flows, knowledge systems, and AI workflow design.
• Proven experience driving complex, cross-functional programs from requirements and design through testing, launch, and optimization.
• Strong operational and analytical mindset, with experience defining success metrics and using data to improve customer and business outcomes.
• Background working closely with post-sales support, customer experience, or service-delivery organizations.