ResponsibilitiesProgram Management: Manage programs end-to-end, facilitating collaboration across cross-functional teams, including defining project scope, goals, and deliverables, developing and executing project plans, coordinating with stakeholders to ensure alignment and buy-in, monitoring progress, identifying risks, and implementing mitigation strategiesOperational Problem Solving: Dive deep into operational, workflow, and tooling issues to diagnose root cause and drive resolution, partnering directly with Operations, Product, and Engineering teams to unblock the frontlineStrategic Thinking: Connect day-to-day execution to the long-term strategy for the organization, identifying the highest leverage opportunities and influencing prioritization across partner teamsExperimentation and Innovation: Identify opportunities for experimentation to improve the effectiveness of human support processes, collaborating with cross-functional teams to design, implement, and evaluate new approachesProject Oversight: Manage the deployment of projects that build towards our goal of shifting our core operations to be AI-first, ensuring timely completion, quality, and alignment with business objectivesProcess Improvement: Analyze existing processes and identify areas for AI innovations, developing and implementing changes to increase efficiency, quality, and scalabilityStakeholder Management: Build and maintain relationships with internal stakeholders, including Government, Politics, Advocacy and Compliance teams, Public Policy, Legal, Product, Engineering, and Operations teams, to ensure effective communication and collaborationMetrics and Reporting: Develop and track key performance indicators (KPIs) to measure program success, providing regular reports to stakeholders on project status, risks, and opportunities

• Minimum Qualifications3+ years of experience in customer support, operations, program or project management, or a related fieldProven track record of successfully managing complex, cross-functional programs end-to-end with limited directionExperience operating in a fast paced and dynamic environment, managing multiple priorities and shifting scopeDemonstrated hands-on experience troubleshooting operational processes and tooling issues through to resolutionExperience thinking strategically and connecting individual programs to broader business objectivesUnderstanding of customer support processes and AI technologies, and demonstrated experience adopting AI tools in day-to-day workCommunication, collaboration, and stakeholder management skills, including experience influencing without authorityDemonstrated experience in analyzing complex data sets and developing insights to inform decision-makingProblem-solving skills, with the ability to think critically and creatively and to simplify and bring structure to complexityExperience working with ambiguity and independently defining a path forward