Program Leader, GenAI & Voice AI Innovation

About the Role

The Program Leader, GenAI & Voice AI Innovation sits within the Global Digital Experience (GDX) team — the digital service design arm of the global CommOps organization. This role owns the end-to-end operationalization of transformational GenAI and Voice AI programs: scoping products for high business impact, running vendor pilots, designing evaluation frameworks, removing implementation roadblocks, and building the phased playbooks that take a program from a handful of pilot calls to a multi-market, multi-language rollout.

This is a builder's role. You'll typically run more than one program at a different stage of maturity at the same time — a live vendor pilot needing daily quality monitoring, an expansion strategy needing market-by-market sequencing, and a cross-functional standing forum needing weekly alignment — and you'll be the person who can hold all three without dropping a thread.

The successful candidate combines strong technical and business acumen with the operational rigor to build repeatable frameworks (SOPs, evaluation rubrics, scale-up gates) out of a first-of-its-kind pilot, and the stakeholder management skill to bring Tech, Product, Ops, and external vendors along at the same time.

What You'll Do

Program & vendor management

• Own end-to-end program management for GenAI/Voice AI pilots — from vendor selection and evaluation through phased global expansion — managing multiple programs at different stages simultaneously.
• Design and run structured vendor evaluation frameworks (manual call/transcript review + quantitative metrics) to select, compare, and manage competing GenAI vendors running parallel pilots on separate traffic splits.
• Own the day-to-day pilot operations during launch windows, including hands-on quality monitoring (e.g., reviewing live call/session volume) as a deliberate checkpoint before scaling traffic.
• Lead knowledge/API handoff and onboarding packages for external vendor partnerships.

Product scoping & policy design

• Partner with Product Managers and Engineering to translate existing operational policy (e.g., rigid if/then decision trees) into conversational, agentic flows with guardrails suitable for GenAI/LLM-driven automation.
• Curate golden datasets with Product and Ops partners — hand-picking representative and edge-case scenarios — to ground evaluation and model tuning.
• Identify the right business problems and use cases to apply GenAI/Voice AI and quantify potential impact (e.g., cost savings, resolution rate, handle time, CSAT) to prioritize the roadmap.

Evaluation frameworks & quality governance

• Author and maintain evaluation SOPs that define the standard for quality measurement across automated (on-platform) and manual (offline human judgment) evaluation tracks, including critical vs. non-critical error taxonomies.
• Run recurring QA review and calibration cadences; consolidate insights and KPIs into recommendations for Engineering and Product.
• Define and enforce phased scale-up gates (data review, manual evaluation sign-off, leadership sign-off) before expanding a program's scope, market, or traffic allocation.

Scaling & cross-functional leadership

• Author multi-phase expansion strategies spanning markets, languages, and policy types, including market/policy selection criteria, rollout sequencing, and pre-launch requirements (legal/compliance, technical validation, evaluator readiness).
• Bring insights and feedback, socialize impact broadly, and hand over mature programs to BAU (Business As Usual) teams once scaled.
• Serve as the GDX point of contact / escalation owner for adjacent platform topics that intersect with your programs (e.g., AI safety/guardrail enablement decisions), clarifying ownership boundaries with partner platform teams.
• Represent your program portfolio in operating reviews, quarterly planning intake, and cross-functional standing forums (tech program syncs, weekly business/vendor syncs, quarterly alignment forums).
• Develop and maintain strong relationships with Tech and Ops stakeholders to communicate program status, educate on new capabilities, and evangelize adoption of transformative technology.

Basic Qualifications

• Minimum 5 years of experience in Product Management, Program Management, or a related field.
• Bachelor's degree.

Preferred Qualifications

• Bachelor's degree in Engineering, or MBA.
• 8+ years of experience in Product Operations, Program Management, or a similar role, including direct ownership of vendor pilots or 0→1 programs.
• Hands-on experience designing evaluation frameworks/rubrics and quality SOPs for AI or automation programs (golden datasets, calibration sessions, critical-error taxonomies).
• Experience with conversational AI / Voice AI / LLM-agent products, including translating operational policy into agentic flows with guardrails.
• Experience managing global, multi-market, multi-language program rollouts with phased gating criteria.
• Familiarity with AI safety, guardrail, or trust & safety considerations in production AI systems, and comfort acting as a cross-team escalation point on ambiguous ownership questions.
• Strong communication, problem-solving, and program management skills; ability to adapt to failed experiments and pivot quickly to new initiatives.
• Strong track record at a top-tier strategy consulting or tech firm delivering implementation projects.
• Ability to read technical documentation (PRDs, architecture diagrams) and translate it for operational and business stakeholders.
• Exceptionally strong stakeholder management skills and the ability to push back constructively.
• Data-driven mindset — comfortable defining and reporting on metrics like resolution rate, CSAT, average handle time, and cost savings to justify scale decisions.
• Obsession for delivering a great customer experience; strategic/visionary thinker.