AI Program Manager & Developer

Proofpoint•Sodankylä, CT

5d•Hybrid

About The Position

Proofpoint is seeking a strategic and hands-on AI Program Manager & Developer to lead AI initiatives with primary development focus in Services and Support. This role serves as: The primary liaison to the Proofpoint AI Business Council The driver of AI development and implementation within Support & Services A cross-functional coordinator across Support, Professional Services, TAM, CSM, and Customer Operations This is a hybrid leadership + builder role — responsible for delivering measurable business impact while ensuring alignment with enterprise AI governance, Project Horizon priorities, and Proofpoint’s responsible AI standards.

Requirements

5 years in Program Management, Technical Operations, Product Operations, or Services Enablement in a SaaS organization
Strong experience implementing automation, AI solutions, or workflow improvements
Experience driving cross-functional initiatives without direct authority
Experience operating in a customer-facing or services-driven environment
Experience with generative AI platforms (ChatGPT Enterprise, Copilot, APIs)
Familiarity with building custom GPTs, structured prompts, or workflow automation
Basic to intermediate scripting (Python or similar) preferred
Familiarity with SaaS tools: Jira, Confluence, Salesforce, GitHub, Service Cloud, etc.
Understanding of AI governance, data security, and enterprise compliance considerations
Strong executive communication skills
Ability to influence senior stakeholders
Comfortable operating at both strategic and hands-on levels
Strong organizational and change management skills
Data-driven mindset with focus on measurable impact

Responsibilities

AI Strategy & Program Leadership
Lead AI roadmap execution across the Services and Support team
Identify and prioritize high-impact AI use cases aligned to Services and Support goals
Track and report adoption, efficiency, and ROI metrics
Coordinate AI initiatives across: Customer Support Professional Services TAM / CSM Customer Operations
Serve as the Customer Office representative to the Proofpoint AI Business Council
Ensure alignment with enterprise AI governance, licensing, and publishing standards
Translate enterprise AI strategy into actionable Customer Office execution plans
AI Development (Services & Support)
Design and build Custom GPTs and AI workflows tailored to: Case summarization Troubleshooting guidance Smart routing & case deflection Knowledge base generation Services documentation automation Executive reporting automation
Develop structured workflows and agentic use cases
Partner with IT on integrations (SharePoint, Teams, Outlook, GitHub, Jira, Salesforce, etc.)
Ensure appropriate RBAC, data security, and governance controls
Establish reusable AI frameworks that can scale cross functionally
Governance & AI Business Council Liaison
Act as a primary liaison to the Proofpoint AI Business Council
Bring forward use cases, risks, and adoption metrics
Communicate governance updates, licensing changes, and publishing policies
Partner with IT Admins and AI Project Leads to: Ensure compliant GPT publishing Track usage and ROI Maintain governance alignment Champion responsible AI adoption
Adoption & Change Enablement
Identify and enable Citizen Developers within Support & Services
Provide training, best practices, and AI office hours
Measure adoption and optimize based on usage data
Create documentation and playbooks for scalable AI deployment
Foster an innovation mindset while maintaining operational rigor