Program Manager, AI-Driven Customer Retention Agent

Saransh Inc; Charlotte (NC); On-site; USD 130,000 - 190,000; Full time

Job summary

Altitude ISDN IVR seeks a seasoned Program Manager to lead an end-to-end customer retention agent built on Google CCAI. You will own scope, timeline, risk, and stakeholder alignment across design, engineering, data, and CX operations.

You will drive the program roadmap, coordinate cross-functional squads, manage vendor relationships, and track KPIs to reduce churn and improve CSAT while integrating with CRM and telephony systems.

Qualifications

• 10+ years of program management experience, including 3+ years in AI/conversational AI or CX programs.
• Hands-on delivery experience with Genesys Cloud CX environments.
• Working knowledge of Google Cloud CCAI / Dialogflow CX, or ability to ramp quickly on the platform.
• Proven experience managing customer retention, churn-reduction, or CX transformation initiatives.
• Strong stakeholder management skills, comfortable presenting to VP/C-level sponsors.
• Experience with Agile/Scrum; PMP, PgMP, or SAFe certification a plus.
• Familiarity with CRM (Salesforce/ServiceNow) and data privacy considerations in contact center contexts.

Responsibilities

• Own the program roadmap, milestones, and delivery cadence for the retention agent build (discovery design build pilot GA)
• Coordinate cross-functional squads: conversational designers, Dialogflow CX/CCAI engineers, data/ML teams, QA, and contact center operations
• Manage vendor/SI relationships if a systems integrator or Google Cloud partner is involved
• Define and track program KPIs (retention lift, CSAT/NPS impact, AHT reduction)
• Run governance: steering committee updates, RAID logs, budget tracking, and change management
• Drive integration planning across CRM, telephony/CCaaS, billing, and retention-offer systems
• Manage phased rollout strategy and post-launch optimization cycles
• Escalate and resolve blockers; manage dependencies between engineering, privacy/compliance, and stakeholders

Skills

Program management

AI/Conversational AI

Stakeholder management

Agile/Scrum

Executive communication

Vendor management

Tools

Genesys Cloud CX

Dialogflow CX/CCAI

CRM integrations

Job description

Altitude ISDN IVR seeks a seasoned Program Manager to lead an end-to-end customer retention agent built on Google CCAI. You will own scope, timeline, risk, and stakeholder alignment across design, engineering, data, and CX operations.

You will drive the program roadmap, coordinate cross-functional squads, manage vendor relationships, and track KPIs to reduce churn and improve CSAT while integrating with CRM and telephony systems.