Program Leader, GenAI & Voice AI Innovation

Job-:
Customer Operations

Location:

Sunnyvale, CA, United States;
San Francisco, CA, United States

Schedule:

Full time, Level 5

Posted:
About the Role The Program Leader, GenAI & Voice AI Innovation sits within the Global Digital Experience (GDX) team — the digital service design arm of the global Comm Ops organization. This role owns the end-to-end operationalization of transformational GenAI and Voice AI programs: scoping products for high business impact, running vendor pilots, designing evaluation frameworks, removing implementation roadblocks, and building the phased playbooks that take a program from a handful of pilot calls to a multi-market, multi-language rollout.

This is a builder's role. You'll typically run more than one program at a different stage of maturity at the same time — a live vendor pilot needing daily quality monitoring, an expansion strategy needing market-by-market sequencing, and a cross-functional standing forum needing weekly alignment — and you'll be the person who can hold all three without dropping a thread.

The successful candidate combines strong technical and business acumen with the operational rigor to build repeatable frameworks (SOPs, evaluation rubrics, scale-up gates) out of a first-of-its-kind pilot, and the stakeholder management skill to bring Tech, Product, Ops, and external vendors along at the same time.

What You'll DoProgram & vendor management

Own end-to-end program management for GenAI/Voice AI pilots — from vendor selection and evaluation through phased global expansion — managing multiple programs at different stages simultaneously.

Design and run structured vendor evaluation frameworks (manual call/transcript review + quantitative metrics) to select, compare, and manage competing GenAI vendors running parallel pilots on separate traffic splits.

Own the day-to-day pilot operations during launch windows, including hands-on quality monitoring (e.g., reviewing live call/session volume) as a deliberate checkpoint before scaling traffic.

Lead knowledge/API handoff and onboarding packages for external vendor partnerships.

Product scoping & policy design

Partner with Product Managers and Engineering to translate existing operational policy (e.g., rigid if/then decision trees) into conversational, agentic flows with guardrails suitable for GenAI/LLM-driven automation.

Curate golden datasets with Product and Ops partners — hand-picking representative and edge-case scenarios — to ground evaluation and model tuning.

Identify the right business problems and use cases to apply GenAI/Voice AI and quantify potential impact (e.g., cost savings, resolution rate, handle time, CSAT) to prioritize the roadmap.

Evaluation frameworks & quality governance

Author and maintain evaluation SOPs that define the standard for quality measurement across automated (on-platform) and manual (offline human judgment) evaluation tracks, including critical vs. non-critical error taxonomies.

Run recurring QA review and calibration cadences; consolidate insights and KPIs into recommendations for Engineering and Product.

Define and enforce phased scale-up gates (data review, manual evaluation sign-off, leadership sign-off) before expanding a program's scope, market, or traffic allocation.

Scaling & cross-functional leadership

Author multi-phase expansion strategies spanning markets, languages, and policy types, including market/policy selection criteria, rollout sequencing, and pre-launch requirements (legal/compliance, technical validation, evaluator readiness).Bring insights and feedback, socialize impact broadly, and hand over mature programs to BAU (Business As Usual) teams once scaled.

Serve as the GDX point of contact / escalation owner for adjacent platform topics that intersect with…