AI Enablement Program Manager - Customer Support

Insight Global; Burlingame (CA); On-site; USD 140,000 - 170,000; Full time

Job summary

Insight Global is seeking an experienced Program Manager in Burlingame, CA to drive AI-powered customer-support initiatives across self-service and assisted-service experiences. The role emphasizes scalable automation, operational readiness, and end-to-end delivery from launch through post-launch optimization.

The candidate will partner with product, design, engineering, data science, operations, analytics, and customer-support teams to ensure technically sound, measurable solutions that can

Qualifications

• 5+ years of program management delivering technology, automation, or support-operations programs.
• Experience implementing AI solutions in customer-service or post-sales environments.
• Deep experience with Salesforce Service Cloud and Agentforce workflows, automation, and reporting.
• Experience delivering self-service chatbots, virtual agents, or automated transactions.
• Strong technical aptitude with APIs, data flows, and AI workflow design.
• Proven ability to drive cross-functional programs from requirements to launch and optimization.
• Strong analytical mindset with data-driven decision making in customer outcomes.

Responsibilities

• Lead end-to-end execution across a portfolio of AI-enabled customer-support initiatives.
• Translate customer journeys and operational requirements into delivery plans.
• Drive self-service solutions, including conversational AI, guided support, and automated transactions.
• Support Agentforce capabilities such as case summaries, wrap-up, next-best actions, and knowledge retrieval.
• Partner with Salesforce, product, and engineering to define workflows and data dependencies.
• Manage detailed program plans, milestones, risks, and launch-readiness criteria across workstreams.
• Coordinate UX design, engineering development, QA, testing, rollout, and post-launch stabilization.
• Ensure AI solutions meet quality, scalability, privacy, and operational-readiness.
• Establish and monitor success metrics: resolution, containment, deflection, escalation, latency, CSAT.
• Analyze automation failures and escalation patterns to identify improvements.
• Facilitate cross-functional and leadership reviews to drive alignment and accountability.

Skills

Program management

AI solutions

Salesforce Service Cloud

Agentforce

Self-service chatbots

Cross-functional leadership

Operational analytics

Tools

APIs

System integrations

Job description

Insight Global is seeking an experienced Program Manager in Burlingame, CA to drive AI-powered customer-support initiatives across self-service and assisted-service experiences. The role emphasizes scalable automation, operational readiness, and end-to-end delivery from launch through post-launch optimization.

The candidate will partner with product, design, engineering, data science, operations, analytics, and customer-support teams to ensure technically sound, measurable solutions that can