Program Manager, Customer Experience and Insights Team

Basic qualifications: Three or more years of program or project management experience. Experience working cross functionally with tech and non-tech teams. Experience using data and metrics to determine and drive improvements. Hands-on experience applying AI tools (e.g., generative AI, machine learning platforms, automation software) to operational workflows, reporting, or decision-making processes with measurable efficiency gains. Demonstrated ability to analyze operational and business performance data (e.g., KPIs, SLAs, cost metrics) to identify trends, surface root causes, and develop actionable recommendations. Proven experience designing, documenting, and implementing AI-enabled SOPs, intelligent intake workflows, and automated operational frameworks that improve efficiency and reduce friction. Track record of partnering with cross-functional teams (Finance, Product, Engineering, Operations) to align on priorities and drive program outcomes without direct authority. Experience leading teams and stakeholders through process transitions, including training development, documentation, and adoption tracking. Strong written and verbal communication skills with demonstrated ability to present program status, risks, and recommendations to senior leadership (3+ tiers above level).Proficiency with AI-enhanced project management tools such as JIRA, Confluence, Asana, or equivalent platforms for tracking milestones, dependencies, and deliverables.