Senior Program Manager, Enterprise Agentic AI & CX

Role Description

This is a remote position. At Quiq, we aim to provide exceptional conversations, whether through humans or AI Assistants. Our Professional Services team focuses on automating conversations to deliver outstanding customer experiences using advanced language models. Our customers include some of the world's largest enterprises, and we're dedicated to helping them solve their toughest challenges.

Your Role as a Program Manager:

As a Program Manager you will be responsible for managing and delivering complex, high-impact projects for our largest enterprise customers. You 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, you will also help define the PMO function as we continue to grow and evolve.

• Program Management: Lead and manage multiple enterprise-level projects from initiation through delivering and into optimization and tuning, ensuring they are completed on time, within scope, and within budget following our 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 Quiq application.
• Workshop ownership and execution: Take ownership of developing workshops as a part of the development of user stories and technical requirements to support the development of AI Assistants for our customers.
• Provide recommendations and guidance on product capabilities: Utilize deep Quiq 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: Managing dependencies and resources, instigating change orders, supporting the sales process as needed to instill customer confidence, and documenting 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 Quiq 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 team to ensure seamless handover and continued client satisfaction post-implementation and execution of follow on projects to grow value within the customer.

Qualifications

• 7+ years of experience in program or project management, with a focus on enterprise clients within the technology or SaaS industry.
• 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.
• Deep understanding of Consumer Customer Service best practices and strategies.
• Bachelor’s degree in Business, Information Technology, or a related field; PMP or similar certification is highly desirable.
• Willingness to travel up to 20% of the time.
• 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.
• 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

• 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.