Lead Project / Program Manager – (Customer Care Ops Support)
About The Position
We’re looking for a Lead Project/Program Manager to drive AI-enabled transformation across our Customer Care Operations Support organization. This role sits at the intersection of business strategy and execution—partnering across Operations, Product, Data, and Technology to bring intelligent solutions to life at scale. You will lead complex, cross-functional initiatives from concept through delivery, helping define and operationalize a multi-year AI roadmap. This role is ideal for someone who thrives in ambiguity, can translate strategy into action, and excels at driving alignment across diverse stakeholders. This is a primarily business-functional lead role (70%), requiring a strong operator who can connect strategy, execution, and measurable outcomes—supported by a working understanding of AI-driven capabilities and digital solutions.
Requirements
- Proven experience leading large-scale, cross-functional programs with measurable business impact (ideally within operations, customer experience, or support organizations)
- Strong track record translating strategy into execution, including building roadmaps, prioritizing initiatives, and driving delivery
- Experience working in or alongside AI-enabled, data-driven, or automation-focused initiatives (e.g., analytics, process automation, intelligent workflows)
- Exceptional stakeholder management and influence skills, with the ability to align business and technical teams
- Demonstrated ownership of end-to-end program delivery, including risk management, resource planning, and governance
- 5+ years of program or project management experience in a complex, fast-paced environment (e.g., e-commerce, operations, or customer-facing organizations)
- Strong business acumen with the ability to connect operational outcomes to strategic objectives
- Experience working across multiple functions (Operations, Product, Technology, Data, etc.)
- Ability to manage multiple priorities and navigate ambiguity with minimal oversight
- Excellent communication skills, including executive-level presentations and reporting
- Familiarity with modern delivery methodologies (Agile, hybrid models, or similar frameworks)
- Bachelor’s degree or equivalent experience preferred
Nice To Haves
- Experience driving transformation initiatives at scale within customer operations or support organizations
- Passion for innovation and continuous improvement
- Ability to balance strategic thinking with hands-on execution
- Strong problem-solving mindset with a focus on outcomes and impact
Responsibilities
- Help shape and execute a multi-year roadmap focused on AI-enabled solutions, intelligent workflows, and operational efficiency for Care Operations Support
- Own delivery of complex initiatives from intake through execution—ensuring alignment to scope, timeline, budget, and business outcomes
- Convert high-level vision into actionable plans, roadmaps, and prioritized initiatives
- Act as a central connector across business and technical teams, aligning priorities, dependencies, and execution plans
- Identify opportunities to implement advanced analytics, automation, and AI-driven capabilities to improve performance and scale
- Oversee project intake, prioritization, reporting, and resource planning while ensuring proper governance of initiatives
- Anticipate and resolve issues related to data, stakeholders, and delivery execution
- Provide clear updates, insights, and recommendations to senior leadership
- Guide team members and influence stakeholders without direct authority to drive outcomes
Benefits
- Equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.
- Reasonable accommodations for qualified individuals with disabilities.
- Fair chance employer and does not initiate a background check until an offer is made.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
