Principal Project​/Program Manager; Customer Care Ops - AI Transformation

Overview

We’re looking for a Principal Project/Program Manager to drive AI-enabled transformation across our Customer Care Operations Support organization. This role is responsible for driving work end to end, from intake through deployment, and partnering across Care and Technology teams to support call delivery initiatives. The ideal candidate will translate strategic direction into clear requirements, delivery plans, and operational outcomes.

• 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.
• You will help define the AI transformation strategy and multi-year roadmap for Care Operations Support, translating strategy into executable plans that operationalize intelligent PMO platforms, advanced analytics, and autonomous workflows.
• The selected candidate will be a key connector and AI champion, partnering closely with business and technical teams to embed AI capabilities into core business processes y will own intake and coordination across teams while proactively managing data dependencies, risks, stakeholders, and resource needs.
• This role is equal parts strategic visionary and hands‑on operator, ensuring AI initiatives such as AI agents, machine learning models, and intelligent automation are well governed and successfully delivered to optimize operational performance.
• You will establish strategic collaborative relationships with Technical Experience, Product Development, Sales, Marketing, and executive leadership teams to ensure seamless project execution and business alignment.
• You will also drive adoption and optimization of advanced project management platforms, automation tools, and integrated systems such as Genesys, Salesforce, Intradiem, and ACT to maximize efficiency, transparency, and customer impact while reducing manual effort.
• 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, approximately 70% business‑functional and 30% technical.
• The role requires 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 and Governance: Oversee project intake, prioritization, reporting, and resource planning while ensuring proper governance of initiatives.
• Proactively Manage Risk and 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 and 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
  , such as analytics, process automation, or intelligent workflows.
• Exceptional…