Program Manager - AI Enablement

Insight Global; Burlingame (CA); On-site; USD 140,000 - 190,000; Full time

Job summary

Insight Global seeks an experienced Program Manager to lead AI-powered PSO initiatives in Burlingame, CA. This role emphasizes translating customer-support opportunities into scalable automation, ensuring disciplined end-to-end delivery from launch through optimization.

Ideal candidate blends contact-center AI, self-service, and Salesforce expertise, with a talent for cross-functional collaboration across product, engineering, data science, and operations to drive measurable outcomes for global

Qualifications

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

Responsibilities

• Lead end-to-end execution across AI-enabled customer-support initiatives.
• Translate journeys and service strategies into actionable delivery plans.
• Drive self-service solutions, including conversational AI and automated transactions.
• Collaborate with Salesforce, product, and engineering to define workflows and data needs.
• Manage detailed program plans, milestones, risks, and launch readiness.
• Coordinate UX, engineering, QA, testing, rollout, and post-launch stabilization.
• Ensure quality, scalability, privacy, and operational readiness of AI solutions.
• Establish and monitor success metrics like resolution rates, containment, and CSAT.
• Analyze failures and escalation patterns to identify improvement opportunities.
• Facilitate cross-functional reviews for alignment and accountability.

Skills

Program management

AI solutions

Cross-functional leadership

Salesforce Service Cloud

Agentforce

Data-driven decision making

API and system integrations

Tools

Salesforce Service Cloud

Agentforce

Job description

Job Description

The Post Sales Operations (PSO) Service Planning & Strategy team is seeking an

experienced Program Manager to support the delivery of AI-powered customer support

solutions across self-service and assisted-service experiences. This role is highly

execution-focused and centered on translating customer-support opportunities into

scalable automation, driving operational readiness, and ensuring disciplined end-to-end

delivery through launch and post-launch optimization.

The ideal candidate brings experience spanning contact-center AI, customer self-service,

transactional automation, and Salesforce technologies, including Service Cloud and

Agentforce. This person thrives in complex, cross-functional environments and can

operate with sufficient technical depth to partner effectively with product and

engineering teams. This role partners closely with product, design, engineering, data

science, operations, analytics, and customer-support organizations to ensure AI solutions

are technically sound, operationally scalable, measurable, and ready to support

customers globally.

Key Responsibilities

• Lead end-to-end execution across a portfolio of AI-enabled customer-support and contact-center initiatives.
• Translate customer journeys, service strategies, and operational requirements into executable product and technical delivery plans.
• Drive customer self-service solutions, including conversational AI, guided support, automated transactions, intelligent routing, and escalation to human support.
• Support delivery of Agentforce capabilities such as case summaries, automated case wrap-up, next-best actions, knowledge retrieval, agent workflows, and generative responses.
• Partner with Salesforce, product, and engineering teams to define workflows, integration requirements, data dependencies, exception handling, and platform capabilities.
• Manage detailed program plans, milestones, dependencies, risks, and launch-readiness criteria across multiple concurrent workstreams.
• Coordinate UX design, engineering development, quality assurance, user acceptance testing, experimentation, rollout, and post-launch stabilization.
• Ensure AI solutions meet quality, scalability, customer-experience, privacy, and operational-readiness requirements.
• Establish and monitor success metrics such as AI resolution, containment, deflection, escalation, handling time, latency, quality, and customer satisfaction.
• Analyze automation failures and customer escalation patterns to identify opportunities for continued improvement.
• Facilitate cross-functional and leadership reviews to drive alignment, decision-making, risk resolution, and accountability.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [e-mail] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

• 5+ years of experience in program management delivering technology, automation, customer-experience, or support-operations programs.
• Experience implementing AI solutions within a customer-service, contact-center, or post-sales environment.
• Deep experience with Salesforce Service Cloud and Agentforce, including workflows, case management, automation, integrations, and reporting.
• Experience delivering customer self-service chatbots, virtual agents, agent-assist capabilities, or automated customer transactions.
• Strong technical aptitude, including familiarity with APIs, system integrations, data flows, knowledge systems, and AI workflow design.
• Proven experience driving complex, cross-functional programs from requirements and design through testing, launch, and optimization.
• Strong operational and analytical mindset, with experience defining success metrics and using data to improve customer and business outcomes.
• Background working closely with post-sales support, customer experience, or service-delivery organizations.