Senior Strategic Technical Program Manager, Intelligent Support

Intel Corporation • Santa Clara, CA

1d • Hybrid

About The Position

Intel's Intelligent Support Solutions (ISS) organization is at the forefront of transforming global customer support through digital-first, AI-powered solutions. As part of Intel Customer Support, ISS designs and delivers platforms, intelligence, and automation that facilitate millions of customer interactions annually. Our mission is to build the future of support—proactive, predictive, efficient, and AI-driven—spanning virtual assistants, agent assist technologies, omnichannel modernization, automation frameworks, enterprise data foundations, and global operational excellence. This is a unique opportunity to join the team defining Intel's next era of customer experience. We are seeking a Sr. Strategic Technical Program Manager to lead complex, cross-functional initiatives that accelerate Intel's transformation to AI-enabled, self-service-first customer experiences. This role requires a strategic, technical, and highly collaborative leader who thrives in large-scale program environments. You will shape strategy, drive execution, integrate emerging technologies, and deliver measurable business impact across Intel's global support ecosystem.

Requirements

• Bachelor’s degree in engineering, computer science, business, or related field.
• 7+ years in technical program management or related strategic role
• 2+ years in all the following:
• Customer support or service operations.
• AI and Automation implementation
• SDLC, Agile methodologies, and enterprise program frameworks.
• KPI development, program metrics, and business impact measurement.
• Excellent communication and stakeholder management skills.
• Strong leadership and strategic thinking abilities.
• Skills to thrive in collaborative, cross-functional environments.
• Proficiency in Agile methodologies and change management practices.
• Expertise in KPI development and program metrics.
• Problem-solving skills and adaptability to emerging technologies.

Nice To Haves

• Master’s degree in engineering, CS, MBA, or related field.
• 10+ years in technical program management or related strategic role
• 5+ years of experience in:
• Experience managing vendors, SOWs, procurement, and budget processes.
• With implementing AI powered support systems, conversational AI or agentic automation at scale.
• Customer support or service operations.
• AI and Automation implementation
• Background in contact center operations, warranty systems, returns processing, or reverse logistics.
• Knowledge of warranty automation, product lifecycle, defect analysis, and supply chain integration.
• Customer service KPIs and operational efficiency metrics.
• Large tech organizations or fast growth SaaS environments.
• PMP, PgMP, SAFe, or Scrum certification.
• Organizational change management.
• Data analytics, BI tools, and customer insights platforms.
• Skills to lead global programs; proficiency in English and Mandarin.

Responsibilities

• Serve as a strategic advisor to program sponsors, shaping direction, scope, and success criteria for Intelligent Support initiatives.
• Define and execute program strategies aligned with Intel's enterprise digital transformation and customer experience goals.
• Lead cross-functional initiatives that deliver AI-powered operations, next-gen self-service capabilities, and unified support experiences.
• Partner with executive leadership to establish KPIs, ROI frameworks, and business impact models.
• Oversee deployment of AI, automation, and agentic technologies that increase efficiency, accuracy, and customer deflection.
• Collaborate with engineering, data science, IT, and product teams to optimize scalable support solutions and AI/ML use cases.
• Lead multi-workstream programs from concept through delivery, focusing on seamless execution and measurable outcomes.
• Manage SOWs, procurement, vendor relationships, and budgets with rigor and accountability.

Benefits

• We offer a total compensation package that ranks among the best in the industry. It consists of competitive pay, stock bonuses, and benefit programs which include health, retirement, and vacation.
• Find out more about the benefits of working at Intel.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior