AI CX Transformation Lead

Azazie, Inc.; San Jose (CA); On-site; USD 150,000 - 190,000; Full time

Benefits offered by this job

Full benefits

Paid time off

Holidays

Gym access

Snacks & drinks

Company events

Job summary

Azazie, Inc. seeks an AI Program Manager to drive the AI-first transformation across Customer Experience and beyond. You will coordinate Engineering, AI Product, Product Management, Security, and Operations to deliver AI-enabled changes aligned with business goals.

The role reports to the Chief of Staff and emphasizes governance, execution management, and measurable outcomes like automation rates and customer satisfaction.

Qualifications

• Bachelor's degree in Business, Engineering, Information Systems, or related field.
• 5+ years of experience leading enterprise cross-functional programs or strategic initiatives.
• Experience managing complex technology or digital transformation programs.
• Strong understanding of Agile delivery and product development methodologies.
• Experience working with Engineering, Product Management, and Customer Experience organizations.

Responsibilities

• Partner with the Chief of Staff to strategize, prioritize, and drive execution against AI initiatives company-wide.
• Manage the end-to-end AI CX Transformation roadmap from planning through implementation, with an eye toward extending proven approaches to other departments.
• Identify dependencies, risks, and resource constraints, escalating issues when necessary.
• Facilitate weekly program meetings and executive steering committee updates.
• Maintain project plans, milestones, risks, decisions, and action items.
• Ensure work-streams remain aligned with agreed priorities and timelines.
• Work closely with leadership and key stakeholders across the company to align AI priorities with department needs and business objectives.
• Partner with Customer Experience leaders to identify customer friction points and prioritize AI capabilities that improve customer outcomes while reducing operational effort.
• Translate business requirements into actionable initiatives for Engineering and AI Product teams.
• Resolve cross-functional blockers through collaboration with functional leaders.
• Lead change management efforts to support organizational readiness for new AI-enabled ways of working.
• Design and deliver training so teams across departments can effectively adopt and sustain AI tools and processes.
• Coordinate organizational readiness, process changes, and stakeholder communications.
• Support adoption of new AI-enabled capabilities within CX and over time with other departments.
• Define and monitor success metrics including AI containment, automation rates, customer satisfaction, resolution time, and operational savings.
• Develop executive dashboards and monthly scorecards for leadership that track key metrics.
• Monitor implementation outcomes and identify opportunities to improve customer experience and operational efficiency.
• Recommend roadmap adjustments based on business performance, customer feedback, and AI performance metrics.
• Capture lessons learned and standardize best practices across the program, building a foundation for future cross-departmental AI adoption.

Skills

Executive communication

Cross-functional leadership

Agile delivery

AI initiatives

Program governance

Education

Bachelor's degree

Tools

CRM platforms

APIs

SaaS architectures

Job description

Azazie, Inc. seeks an AI Program Manager to drive the AI-first transformation across Customer Experience and beyond. You will coordinate Engineering, AI Product, Product Management, Security, and Operations to deliver AI-enabled changes aligned with business goals.

The role reports to the Chief of Staff and emphasizes governance, execution management, and measurable outcomes like automation rates and customer satisfaction.