Lead Project​/Program Manager Customer Care Ops

Lead Project / Program Manager – (Customer Care Ops Support)

We’re looking for a Lead Project/Program Manager to drive AI-enabled transformation across our Customer Care Operations Support organization. This role sits at the intersection of business strategy and execution—partnering across Operations, Product, Data, and Technology to bring intelligent solutions to life at scale.

The focus of this role is on leading cross‑functional programs and translating strategy into execution. We need advanced AI capabilities from someone who can truly help transform how we manage technology, data, and automation across the organization. Not just support existing efforts.

• Deep experience in driving AI-enabled transformation at scale
• Someone who can connect data strategy, intelligent automation, and operational execution to deliver measurable business outcomes.
• Strong technical fluency in AI/ML concepts
• Ability to partner closely with product and engineering teams

You will lead complex, cross-functional initiatives from concept through delivery, helping define and operationalize a multi-year AI roadmap. This role is ideal for someone who thrives in ambiguity, can translate strategy into action, and excels at driving alignment across diverse stakeholders.

This is primarily a business‑functional lead role (70%), requiring a strong operator who can connect strategy, execution, and measurable outcomes—supported by a working understanding of AI-driven capabilities and digital solutions.

• Drive AI Transformation Strategy: Help shape and execute a multi-year roadmap focused on AI-enabled solutions, intelligent workflows, and operational efficiency for Care Operations Support
• Lead End-to-End Programs: Own delivery of complex initiatives from intake through execution—ensuring alignment to scope, timeline, budget, and business outcomes
• Translate Strategy into Execution: Convert high-level vision into actionable plans, roadmaps, and prioritized initiatives
• Enable
  
  Cross-Functional Collaboration:
  
  Act as a central connector across business and technical teams, aligning priorities, dependencies, and execution plans
• Optimize Operations Through Innovation: Identify opportunities to implement advanced analytics, automation, and AI-driven capabilities to improve performance and scale
• Manage Intake & Governance: Oversee project intake, prioritization, reporting, and resource planning while ensuring proper governance of initiatives
• Proactively Manage Risk & Dependencies: Anticipate and resolve issues related to data, stakeholders, and delivery execution
• Deliver Executive-Level Communication: Provide clear updates, insights, and recommendations to senior leadership
• Mentor & Lead Through Influence: Guide team members and influence stakeholders without direct authority to drive outcomes

• Proven experience leading large-scale, cross-functional programs with measurable business impact (ideally within operations, customer experience, or support organizations)
• Strong track record translating strategy into execution
  , including building roadmaps, prioritizing initiatives, and driving delivery
• Experience working in or alongside AI-enabled, data-driven, or automation-focused initiatives (e.g., analytics, process automation, intelligent workflows)
• Exceptional stakeholder management and influence skills
  , with the ability to align business and technical teams
• Demonstrated ownership of end-to-end program delivery
  , including risk management, resource planning, and governance

• 5+ years of program or project management experience in a complex, fast-paced environment (e.g., e-commerce, operations, or customer-facing organizations)
• Strong business acumen with the ability to connect operational outcomes to strategic objectives
• Experience working across multiple functions (Operations, Product, Technology, Data, etc.)
• Ability to manage multiple priorities and navigate ambiguity with minimal oversight
• Excellent communication skills, including executive-level presentations and reporting
• Familiarity with modern delivery methodologies (Agile, hybrid models, or similar frameworks)
• Bachelor’s degree…