Senior Director, Program Management – AI

Job Title: Senior Director, Program Management – AI

Scope:

We are seeking a seasoned Senior Director of Program Management to lead and drive strategic AI programs across our Customer Experience (CX) organization. This critical role sits at the intersection of technology, strategy, and customer value, focusing on the successful identification, prioritization, execution, and adoption of AI-driven initiatives that elevate customer engagement and business outcomes in a fast-paced SaaS environment.

What you'll do:

• Lead end-to-end program management of strategic AI initiatives within the CX organization, ensuring alignment with organizational goals and delivering measurable business value.
• Identify, evaluate, and prioritize high-impact AI use cases in collaboration with cross-functional stakeholders including product, engineering, customer success, sales, and marketing.
• Partner with senior leaders and executive stakeholders to define program vision, success metrics, and execution plans.
• Develop and manage program roadmaps, timelines, risk mitigation strategies, and cross-functional dependencies.
• Establish and track KPIs to measure business value realization and continuously refine based on results and feedback.
• Drive enablement, change management, and adoption efforts across internal teams and external customer-facing functions.
• Serve as a trusted advisor and thought partner to senior leaders, providing data-driven insights and strategic guidance.
• Build and lead a high-performing program management team fostering a culture of accountability, innovation, and collaboration.

What we are looking for:

• 20+ years of experience in program or project management, with at least 5 years in a senior leadership role within a SaaS or technology company.
• Proven experience leading enterprise-scale AI, CX, or digital transformation initiatives.
• Strong understanding of AI technologies, customer experience strategies, and their business implications.
• Exceptional stakeholder management and executive communication skills.
• Demonstrated ability to define, measure, and communicate business value outcomes.
• Adept at navigating complex organizational structures and influencing cross-functional teams.
• PMP, PgMP, or equivalent certification preferred.
• MBA or advanced degree is a plus.

What We Offer:

• Opportunity to shape the future of AI-driven customer experience in a high-growth SaaS company.
• Collaborative, innovative culture with access to cutting-edge technologies and thought leadership.
• Competitive compensation and benefits package.

Our Values

If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.