What you’ll be doing

📍Gain a very deep understanding of agent and business processes with the intention of identifying automation and RPA opportunities. 📍Help define the strategy behind long-term agent tooling and work with technical and non-technical stakeholders to align on and execute that strategy 📍Collaborate with Program stakeholders to monitor the agent and customer impact of your efforts 📍Lead UAT for your launches and develop ongoing quality monitoring for your solutions. 📍Maintain awareness of industry trends and evolving technologies to ensure your solutions are focused on delivering the best experiences possible 📍Contribute to OKR development via data analysis and goal setting in order to achieve business objectives 📍Develop metrics and KPIs to measure the effectiveness of the agent systems, making data-driven decisions to enhance performance and customer satisfaction 📍Serve as the point of contact for all matters related to the agent tooling strategy, providing expert guidance and support. 📍Team up with external & internal stakeholders (engineering, product, analytics, customer experience, etc) to develop business requirements and define success criteria 📍Manage requirements documentation, milestone mapping, prioritization, and program communication 📍Create thorough functional specs, project / release plans, and roadmaps 📍Monitor program status, identify issues / risks, succinctly communicate issues, and proactively collaborate to ensure timely resolution

What we look for in you

📍7+ years of program management experience at a technology company and/or in a technical capacity 📍3+ years of similar experience working with Customer Support organizations 📍Experience working with and an understanding of basic concepts for ML and/or LLMs 📍Experience working with Customer Support tools (IVRs, chatbots, CRMs, etc) 📍Strong understanding of customer experience principles and how technology can enhance customer satisfaction 📍Experience building strategy and roadmaps (both technical and programmatic) with clear success criteria 📍Ability to communicate with technical and non-technical stakeholders in order to drive alignment 📍Exceptional communication and leadership skills, with the ability to influence and drive consensus across diverse stakeholder groups 📍Ability to leverage data to inform critical decisions and make recommendations 📍Prior experience working with global teams/stakeholders across a wide range of timezones 📍Proficiency in software development concepts as well as SQL