AI CX Program Manager

AZAZIE stands as the leading direct-to-consumer (DTC) e-tailer, providing an array of bridal gowns, bridesmaid dresses, evening wear, and accessories. Designed in Los Angeles, AZAZIE disrupts the traditional wedding industry by presenting made-to-order gowns at an affordable price point. The brand is dedicated to promoting body-positive fashion, ensuring that all dresses, available in sizes 0-30, are meticulously cut and sewn to order.

Explore our website, where you'll find hundreds of bridal and bridesmaid gowns and dresses, spanning over 80+ enticing color options.

Job Overview:

The AI Program Manager is responsible for driving the successful execution of Azazie's AI-driven business transformation, beginning with the Customer Experience (CX) organization and expanding over time to support AI adoption, automation, and process streamlining across other departments.

Reporting to the Chief of Staff, this role helps strategize and prioritize AI initiatives, then coordinates cross-functional execution across Engineering, AI Product, Product Management, Customer Experience, Security, and Operations to deliver an AI-first operating model. This role provides cross-functional program leadership, governance, execution management, and accountability to ensure strategic initiatives are delivered on time, within scope, and aligned to business objectives

Responsibilities and Duties:

• Partner with the Chief of Staff to strategize, prioritize, and drive execution against AI initiatives company-wide.
• Manage the end-to-end AI CX Transformation roadmap from planning through implementation, with an eye toward extending proven approaches to other departments.
• Identify dependencies, risks, and resource constraints, escalating issues when necessary.
• Facilitate weekly program meetings and executive steering committee updates.
• Maintain project plans, milestones, risks, decisions, and action items.
• Ensure work-streams remain aligned with agreed priorities and timelines.
• Work closely with leadership and key stakeholders across the company to align AI priorities with department needs and business objectives.
• Partner with Customer Experience leaders to identify customer friction points and prioritize AI capabilities that improve customer outcomes while reducing operational effort.
• Translate business requirements into actionable initiatives for Engineering and AI Product teams.
• Resolve cross-functional blockers through collaboration with functional leaders.
• Ensure accountability across participating teams.
• Provide guidance to departments on AI tool selection and implementation
• Lead change management efforts to support organizational readiness for new AI-enabled ways of working.
• Design and deliver training so teams across departments can effectively adopt and sustain AI tools and processes.
• Coordinate organizational readiness, process changes, and stakeholder communications.
• Support adoption of new AI-enabled capabilities within CX and over time with other departments.
• Define and monitor success metrics including AI containment, automation rates, customer satisfaction, resolution time, and operational savings.
• Develop executive dashboards and monthly scorecards for leadership that track key metrics.
• Monitor implementation outcomes and identify opportunities to improve customer experience and operational efficiency.
• Recommend roadmap adjustments based on business performance, customer feedback, and AI performance metrics.
• Capture lessons learned and standardize best practices across the program, building a foundation for future cross-departmental AI adoption.
• Other duties as assigned.

Note: These duties are intended to describe the general nature and level of work performed and are not exhaustive. The company reserves the right to modify duties and responsibilities as business needs evolve.

Qualifications:

• Bachelor's degree in Business, Engineering, Information Systems, or related field.
• 5+ years of experience leading enterprise cross-functional programs or strategic initiatives.
• Experience managing complex technology or digital transformation programs.
• Strong understanding of Agile delivery and product development methodologies.
• Experience working with Engineering, Product Management, and Customer Experience organizations.
• Exceptional organizational, communication, and executive presentation skills.
• Demonstrated ability to influence without direct authority.
• Experience leading AI, automation, conversational AI, or digital transformation initiatives within Customer Experience or…