AI Implementation Technical Program Manager
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Job Description
AI Technical Program Manager governing, evaluating, and maintaining AI tools for a U.S. customer support organization. Building repository governance, quality frameworks, and responsible AI workflows.
Responsibilities:
- Partner with product managers, operations leads, and subject-matter experts to identify high-value workflows suitable for AI tool development
- Coordinate and conduct the development, testing, and implementation of AI tools for internal teams
- Define and steward the AI tools submission lifecycle, including standardized templates, acceptance criteria, and governance
- Design and operate an AI tool evaluation framework with test cases and pass/fail standards
- Own repository health by monitoring stale, inaccurate, or redundant use cases
- Maintain version history and change logs for every AI tool
- Establish deprecation criteria and retire tools that no longer deliver value
- Define and own the AI tooling governance model, including naming conventions, metadata standards, access controls, review cadences, and ownership assignment
- Create and maintain a discoverable skills catalogue documenting purpose, inputs/outputs, limitations, and edge cases
- Run repository audits and produce health reports tracking coverage, quality scores, adoption trends, and gaps
- Champion responsible AI practices, including guardrails, escalation paths, and human-in-the-loop checkpoints
- Support team-wide training sessions and internal communications
Requirements:
- 7+ years of experience in technical program management
- Proven track record of success
- Demonstrable experience with AI tools, including prompt engineering, LLM-based product development, or AI workflow automation
- Strong judgment regarding where AI adds value versus introduces risk
- Exceptional written communication skills
- Ability to translate complex operational workflows into clear, structured documentation for non-technical readers
- Experience designing and running quality or evaluation frameworks
- Strong program management skills across multiple stakeholders
- Ability to influence without authority across product, engineering, operations, and analytics teams
- Hands-on working knowledge of software product development lifecycle and methodologies
- Agile experience preferred
- Experience in a customer support, trust, or operations organization at a technology company preferred
- Understanding of data quality principles preferred
- Experience working with analytics or data science teams to instrument impact metrics preferred
- Must be authorized to work in the U.S. without sponsorship
Benefits:
- Medical benefits
- Dental benefits
- Vision benefits
- 401(k)
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