Sr. Program Manager (remote)

Swooped; United States; On-site; USD 100,000 - 130,000; Full time

Benefits offered by this job

Market competitive total compensation package

100% company paid family medical and dental insurance

Flexible, unlimited vacation policy

Stock options

Strong company culture

Job summary

A leading technology company in the United States is seeking an experienced Program Manager to lead and manage complex, high-impact projects for enterprise clients. The ideal candidate should have a minimum of 7 years of experience in program management, a strong understanding of AI technologies, and excellent leadership skills. The role includes building relationships with stakeholders, managing project execution, and implementing best practices to ensure client satisfaction. This position offers a competitive compensation package with various benefits.

Qualifications

• 7+ years of experience in program or project management, focusing on enterprise clients.
• Understanding of AI technologies and conversational AI solutions.
• Deep knowledge of customer service best practices.
• Bachelor’s degree in Business or related field; PMP or similar certification desirable.
• Willingness to travel up to 20% of the time.

Responsibilities

• Lead and manage enterprise-level projects from initiation to delivery.
• Build and maintain relationships with key stakeholders.
• Develop workshops and support technical requirements for AI Assistants.
• Provide strategic recommendations regarding product capabilities.
• Manage dependencies, resources, and change orders.
• Coordinate services team members for cohesive project execution.
• Identify project risks and develop mitigation strategies.
• Provide regular updates to senior stakeholders.
• Track real-time project performance and prepare detailed status reports.
• Implement best practices to enhance project delivery.

Job description

Overview

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About The Opportunity The company aims to provide exceptional conversations, whether through humans or AI Assistants. The Professional Services team focuses on automating conversations to deliver outstanding customer experiences using advanced language models. Customers include some of the world’s largest enterprises, and the organization is dedicated to helping them solve their toughest challenges.

Your Role as a Program Manager As a Program Manager, this role is responsible for managing and delivering complex, high-impact projects for the largest enterprise customers. This individual will work closely with clients, internal teams, and senior leadership to ensure successful project execution, expectations, resource planning, customer satisfaction, and long-term business value. As a team member in the newly developed Program Management team, this role will also help define the PMO function as the organization continues to grow and evolve.

Responsibilities

• Program Management: Lead and manage multiple enterprise-level projects from initiation through delivery and into optimization and tuning. Ensure they are completed on time, within scope, and within budget following the Services Methodology approach.
• Customer Engagement: Build and maintain strong relationships with key stakeholders - including senior leaders, project managers, workflow owners, and creators - serving as the primary point of contact for all project-related activities. Assist with education on the nuances of AI and AI Assistants as well as the tuning and ongoing ownership of the company’s application.
• Workshop Ownership and Execution: Take ownership of developing workshops as part of the development of user stories and technical requirements to support the development of AI Assistants for customers.
• Provide Recommendations and Guidance on Product Capabilities: Utilize deep product knowledge and knowledge of the customer service market to make strategic recommendations to customers on what product capabilities to support best-in-class customer service.
• Operations: Manage dependencies and resources, instigate change orders, support the sales process as needed to instill customer confidence, and document all key decisions and meeting outcomes.
• Team Leadership: Coordinate the services team members including solution architects, implementation specialists, integration engineers, and other relevant roles, to ensure cohesive project execution. Also collaborate with product, customer success, and sales.
• Risk Management: Identify potential project risks and develop mitigation strategies to address them proactively. Serve as the first line escalation point for issues that jeopardize customer satisfaction, project completion, or internal standards.
• Steering Committee Ownership: Provide regular project updates to key senior stakeholders within the company and the customer.
• Performance Monitoring: Track real-time project performance, analyze key metrics, and prepare detailed status reports and dashboards for clients and internal stakeholders.
• Continuous Improvement: Implement best practices and lessons learned to enhance the efficiency and effectiveness of project delivery. Advance operational prowess through collaboration with Services leadership.
• Customer Success: Work closely with the Sales and Customer Success teams to ensure seamless handover and continued client satisfaction post-implementation and execution of follow-on projects to grow value within the customer.

Required Qualifications

• Experience: 7+ years of experience in program or project management, with a focus on enterprise clients within the technology or SaaS industry.
• AI Knowledge: Understanding of AI technologies, particularly in deploying conversational AI and automation solutions for large enterprises, with the ability to communicate the nuances of AI to both technical and non-technical audiences.
• Customer Service Knowledge: Deep understanding of Consumer Customer Service best practices and strategies.
• Education: Bachelor’s degree in Business, Information Technology, or a related field; PMP or similar certification is highly desirable.
• Travel: Willingness to travel up to 20% of the time.
• Skills:
  • Strong understanding of project management methodologies and tools.
  • Excellent leadership and team management skills.
  • Superior communication and interpersonal abilities.
  • Proven ability to manage multiple projects simultaneously.
  • Experience building project delivery methodologies and processes.
  • Strong passion for working with large enterprise companies.
• Attributes:
  • Strategic thinker with a client-centric approach.
  • Highly organized with keen attention to detail.
  • Adaptive to changing priorities and able to thrive in a fast-paced environment.
  • Strong problem-solving capabilities and a proactive attitude.
  • Passion for building and testing new processes.

Benefits And Perks

• Market competitive total compensation package.
• 100% company paid family medical and 100% individual dental and vision insurance coverage.
• Flexible, unlimited vacation policy.
• Stock options.
• Strong company culture.

Disclaimer: The organization is an equal opportunity employer. It is a welcoming place for everyone, and it does its best to make sure people feel supported and connected at work. Applicants need to have the authority to work in the US. Immigration sponsorship is not available at this time.

Disclaimer Swooped isn’t the EOR (Employer of Record) for this position. Instead, our role in this specific opportunity is to link outstanding candidates with a top-tier employer.