AI Program Manager

Roku • New York, NY

13h • $140,000 - $170,000 • Hybrid

About The Position

Roku is scaling how we use automation and AI to improve employee, customer, and partner experiences while driving operational efficiency, data quality, governance, and compliance. We are piloting and deploying AI-enabled solutions across core tools, workflows, and services in close partnership with Engineering and a broad set of business functions.

We are looking for an AI Program Manager to own the end-to-end delivery of these AI and automation programs — from discovery and due diligence through pilot, rollout, and continuous improvement.

In this role, you will lead AI and automation programs, responsible for building and executing a structured roadmap of pilots and scaled solutions. You will manage a portfolio of initiatives (e.g., AI assistants, case routing, content generation, analytics, and workflow automation) that reduce manual effort, improve decision-making, and enhance stakeholder experience while maintaining strong governance and compliance.

This is a hands-on program management role that requires strong stakeholder management, comfort with technical concepts, and a disciplined approach to requirements, change management, and measurement.

Requirements

• 8+ years of experience in program or project management in a fast-paced, high-growth environment.
• 3+ years of experience driving AI, automation, analytics, or digital transformation programs for business operations, shared services, or customer-facing functions.
• Demonstrated experience leading cross-functional programs with multiple stakeholders and dependencies (e.g., Engineering, Operations, Legal, Security, Finance, vendors).
• Strong skills in requirements gathering, process mapping, and documentation (e.g., SOPs, workflows, RACI, testing plans, change management plans).
• Solid understanding of data governance, privacy, and security considerations when working with sensitive data.
• Experience with enterprise tools such as workflow/case management systems, analytics/BI tools, knowledge management platforms, or similar technologies.
• Proven ability to define and track clear metrics, analyze results, and iterate on solutions based on data and stakeholder feedback.
• Excellent written and verbal communication skills, with the ability to influence and drive alignment across technical and non-technical audiences.
• Strong organizational skills with the ability to manage multiple concurrent initiatives and adjust priorities as business needs evolve.
• Comfortable working both strategically and tactically — from defining roadmap priorities to writing user stories and validating end-to-end flows.

Nice To Haves

• Prior experience in shared services, operations, customer support, or platform/enablement teams.
• Experience launching or managing GenAI copilots, chatbots, knowledge assistants, or content-generation tools in an enterprise environment.
• Familiarity with modern SaaS platforms, APIs, and integration patterns used to connect systems and automate workflows.
• Experience working in global organizations and/or with distributed teams across time zones.

Responsibilities

• Define and maintain the AI roadmap
• Partner with senior leaders, Engineering, and business stakeholders to identify high-value AI and automation use cases across tools and processes.
• Prioritize initiatives based on business impact, feasibility, risk, and alignment with company-level OKRs.
• Lead AI due diligence and vendor/solution evaluation
• Run structured due diligence on potential AI solutions (internal tools, existing platforms, and third-party vendors).
• Assess capabilities, integration patterns, data flows, security, and compliance requirements in partnership with Legal, Security, and Privacy.
• Document recommendations, trade-offs, and go-forward proposals for leadership decision-making.
• Own end-to-end delivery of AI pilots and programs
• Define problem statements, scope, success criteria, and measurement plans for each pilot.
• Drive project plans, milestones, and dependencies; manage risks, issues, and decisions with clear escalation paths.
• Coordinate cross-functional resources (Engineering, Operations, People, Finance, and other stakeholder groups) to ensure on-time, high-quality delivery.
• Drive change management, training, and adoption
• Develop rollout plans, communications, and training materials for end users, managers, and internal support teams.
• Partner with functional DRIs to embed AI tools into standard operating procedures, knowledge bases, and workflows.
• Monitor adoption and usage, collecting feedback to refine processes and features.
• Establish AI governance, controls, and documentation
• Implement lightweight but effective governance for AI use cases (e.g., intake, approval, risk review, monitoring).
• Ensure all programs follow company policies and legal/privacy requirements for the use of internal data.
• Maintain clear, accessible documentation in Confluence or similar tools, including requirements, design specs, test plans, change logs, and QRGs.
• Measure impact and continuously improve
• Define and track KPIs for each program (e.g., time saved, error reduction, SLA improvements, case deflection, data quality, user satisfaction).
• Partner with Analytics and Finance as needed to quantify benefits and inform future investments.
• Identify opportunities to extend successful pilots globally and/or to adjacent use cases across the company.
• Act as an internal AI ambassador
• Translate complex technical concepts into clear, business-relevant language for stakeholders and leadership.
• Support education and awareness efforts around responsible AI use, capabilities, and limitations.
• Stay current on AI trends, relevant tools, and best practices to inform the roadmap.

Benefits

• health insurance
• equity awards
• life insurance
• disability benefits
• parental leave
• wellness benefits
• paid time off
• global access to mental health and financial wellness support and resources
• Local benefits include statutory and voluntary benefits which may include healthcare (medical, dental, and vision), life, accident, disability, commuter, and retirement options (401(k)/pension).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed