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 resolve issues related to data, stakeholders, and delivery execution
Deliver Executive-Level Communication: Provide clear updates, insights, and recommendations to senior leadership
Mentor & Lead Through Influence: Guide team members and influence stakeholders without direct authority to drive outcomes

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.)
Familiarity with modern delivery methodologies (Agile, hybrid models, or similar frameworks)

Lead Project / Program Manager – Customer Care Ops Support

Key skills