Lead Project / Program Manager – (Customer Care Ops Support)

About this role

Lead Project / Program Manager – (Customer Care Ops Support)

Overview

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.

What You’ll Do

• **Drive AI Transformation Strategy:** Help shape and execute a multi-year roadmap focused on AI-enabled solutions, intelligent workflows, and operational efficiency for Care Operations Support
• **Lead End-to-End Programs:** Own delivery of complex initiatives from intake through execution—ensuring alignment to scope, timeline, budget, and business outcomes
• **Translate Strategy into Execution:** Convert high-level vision into actionable plans, roadmaps, and prioritized initiatives
• **Enable Cross-Functional Collaboration:** Act as a central connector across business and technical teams, aligning priorities, dependencies, and execution plans
• **Optimize Operations Through Innovation:** Identify opportunities to implement advanced analytics, automation, and AI-driven capabilities to improve performance and scale
• **Manage Intake & Governance:** Oversee project intake, prioritization, reporting, and resource planning while ensuring proper governance of initiatives
• **Proactively Manage Risk & Dependencies:** Anticipate and ...