Program Manager (AI Enablement)

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

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.

Must Haves

• 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.