Program Manager
Contract Length: 8 months + possible extensions
Position Overview:
This role provides program management and coordination support for the deployment of AI-enabled solutions within a highly regulated call center environment, focused on improving efficiency, automation, and agent experience. The position partners with internal leaders and third-party vendors to ensure successful implementation, stabilization, and ongoing optimization of automated intake and decisioning platforms.
Duties:
Develop and maintain the overall program roadmap, including workflow expansion and planning for out-of-scope or future phases
Provide day-to-day program management for AI-enabled intake and decision engine initiatives, including project planning, risk and issue tracking, and status reporting
Coordinate closely with third-party vendors and internal product and business owners to support delivery milestones and project goals
Manage hypercare activities post-deployment, including issue triage, escalation, resolution tracking, and reporting
Facilitate testing activities, ensuring defects and gaps are documented, prioritized, and driven to resolution
Create and execute deployment and rollout plans in collaboration with stakeholders across technology and operations
Maintain transformation and progress tracking tools to provide visibility into adoption, outcomes, and program health