AI Tools Governance & Implementation Lead

Horizontal Talent; San Francisco (CA); On-site; USD 263,618,000 - 378,234,000; Full time

Job summary

Horizontal Talent is seeking a AI Implementation Technical Program Manager to build and govern a repository of AI-powered tools that improve customer support workflows. You will partner across product, operations, engineering, and knowledge management to identify high-value AI tool workflows and manage end-to-end tool lifecycles.

You will design evaluation frameworks, document guardrails, maintain tool version history, and promote responsible AI practices while coordinating training and internal

Qualifications

• 7+ years of experience in technical program management.
• Hands-on experience with AI tools, prompt engineering, LLM-based products, or AI workflow automation.
• Strong ability to determine where AI can add value and where it may introduce risk.
• Excellent written communication skills with the ability to turn complex workflows into clear, practical documentation.
• Experience building and running quality or evaluation frameworks.
• Strong program management skills with the ability to manage multiple priorities and stakeholders.
• Ability to influence cross-functional teams without direct authority.

Responsibilities

• Partner with product managers, operations leaders, engineers, and subject matter experts to identify high-value workflows for AI tool development.
• Coordinate the creation, testing, launch, and ongoing maintenance of AI skills and internal tools.
• Define and manage the submission process for new AI tools, including templates, acceptance criteria, and review standards.
• Design evaluation frameworks with clear test cases and pass/fail benchmarks before tools are added to the repository.
• Monitor tools for accuracy, relevance, and usefulness as products, policies, and processes change.
• Maintain version history, changelogs, and rollback readiness for all tools in the repository.
• Set and enforce deprecation standards for tools that are no longer effective or needed.
• Establish governance practices for naming, metadata, access, ownership, and review cadence.
• Create and maintain clear documentation that outlines each tool’s purpose, inputs, outputs, limitations, and edge cases.
• Run periodic audits and produce reports on repository health, coverage, quality, adoption, and open gaps.
• Promote responsible AI practices by ensuring proper guardrails, escalation paths, and human oversight where needed.
• Support training sessions, internal communications, and team-wide updates related to the AI tools repository.

Skills

Technical program management

AI tools

Prompt engineering

Written communication

Evaluation frameworks

Cross-functional collaboration

SDLC knowledge

Job description

Horizontal Talent is seeking a AI Implementation Technical Program Manager to build and govern a repository of AI-powered tools that improve customer support workflows. You will partner across product, operations, engineering, and knowledge management to identify high-value AI tool workflows and manage end-to-end tool lifecycles.

You will design evaluation frameworks, document guardrails, maintain tool version history, and promote responsible AI practices while coordinating training and internal