Technical Program Manager - AI Initiatives/Adoption

Mudflap•Palo Alto, CA

1d•$162,000 - $180,000•Hybrid

About The Position

Mudflap serves the $800B trucking industry, the backbone of the U.S. economy. Our market-leading payment products help truckers save thousands of dollars on fuel (their #1 business expense), while providing our fuel stop partners with access to new, hard-to-reach customers. We’re a fast-growing marketplace business looking for a new customer-obsessed teammate to join us on this exciting journey. As a Technical Program Manager - AI Initiatives/Adoption, you will own the implementation, integration, and adoption of AI-driven solutions across Customer Support operations. This role sits at the intersection of Support, Product, and Engineering and is responsible for translating operational needs into scalable, technical solutions that improve both customer experience and agent efficiency. You will design and maintain the systems, workflows, and integrations that enable AI-assisted support, ensure high-quality and reliable support data, and continuously measure and improve the impact of AI initiatives. This role requires a hands-on, technical operator who is comfortable working across systems, building integrations, and driving adoption in a fast-growing environment. Work Location: This role involves a hybrid work approach, balancing in-office collaboration at our Palo Alto location with the ability to work remotely. Team members are expected to be available for scheduled on-site meetings or events a few times per quarter. To support our team, we offer: Commuter benefits to ease your travel Lunches and snacks to keep you fueled A collaborative, high-growth environment where you’ll work closely with talented teammates across the company

Requirements

Experience working in Customer Support Operations, Technical Operations or a similar systems-focused operational role
Strong technical foundation, including hands-on experience with APIs, webhooks, data integrations, and system-to-system workflows
Experience configuring or building integrations between support tools such as ticketing systems, chat platforms, CRMs, or internal services
Experience specifically working with Zendesk APIs, including building, maintaining, or troubleshooting custom integrations and data flows
Familiarity with AI applications in support environments, including chatbots, AI-assisted responses, summarization, classification, or knowledge retrieval
Strong understanding of AI technologies (for example: LLMs, NLP, ML pipelines) and their application in support and risk management
Demonstrated ability to debug, monitor, and maintain integrations and workflows in production environments
Strong data literacy, with experience working with operational metrics, logs, and event-based data
Proven ability to translate operational problems into technical requirements and implementation plans
High ownership mindset with the ability to operate independently across technical and non-technical domains in an ambiguous, fast-moving environment

Responsibilities

Design, build, and maintain integrations between support platforms, internal systems, and AI tools to enable automation, intelligent routing, and AI-assisted resolution
Lead the implementation and adoption of AI-powered workflows that reduce manual effort for support agents and improve resolution speed and consistency
Partner closely with Product and Engineering to define technical requirements, data contracts, and system boundaries related to Customer Support operations
Ensure support data is reliable, well-structured, and accessible for reporting, analysis, and AI use cases
Monitor usage, performance, and outcomes of AI initiatives and iterate to improve effectiveness and user experience
Improve customer experience and agent efficiency through thoughtful system and workflow design, not just tool deployment
Communicate progress, results, and tradeoffs of AI and operational initiatives clearly to stakeholders and leadership