Senior AI Program Manager - Customer Office

Job Summary: We are seeking a Senior AI Program Manager to serve as the strategic business and enablement lead for our AI Integration team within the Customer Office. In this role, you will take ownership of our program champion network, consult on high-impact business use cases, operationalize cross-service workflows and drive measurable value across our service teams. This is an exciting opportunity to be at the forefront of our AI transformation, bridging the gap between technical platform capabilities and real-world business applications. 

Key Responsibilities: 

• Program Champion Leadership: Run recurring champion syncs across multiple service teams where you will facilitate discussions on workflow transformation opportunities, help champions identify where AI can reimagine their current processes, and provide consultative guidance on implementation approaches. Teach champions to build their own workflows using platform capabilities through hands-on enablement sessions. Serve as the primary point of contact for program champions—dedicated team members within each service line who drive AI adoption within their teams and serve as the bridge between their business units and our AI Integration team. 

• Workflow Operationalization: Drive adoption of AI workflows across service teams by creating consistent processes and standards for how teams leverage AI capabilities in their daily work. Partner directly with business units to understand their existing service delivery processes and identify integration points where AI can be embedded. Track usage metrics and business impact to ensure workflows deliver measurable value and are actually being used by teams, not just built and abandoned. 

• Enablement & Training: Enable and upskill our designated program champions through targeted workshops that cover advanced platform capabilities, use case identification, and workflow building fundamentals. Design and deliver discovery workshops that help teams articulate their business problems and translate them into potential AI solutions. Create adoption resources such as quick-start guides, best practice documentation, and training materials that enable teams to self-serve. 

• Strategic Support: Translate business needs into actionable initiatives by scoping technical requirements from stakeholder conversations and packaging well-defined project briefs. Seamlessly hand off these scoped projects to our technical execution team, ensuring they have clear direction and context. 

• Value Realization: Measure and communicate value by tracking adoption metrics (active users, workflow usage, engagement trends), calculating ROI (hours saved, efficiency gains, cost avoidance), and building compelling narratives that justify platform investment to leadership. Track program champion success by documenting their wins and showcasing their impact across the organization to drive broader adoption. 

• Applied AI Innovation: Draw on your previous experience rolling out enterprise AI platforms to inject fresh perspectives, proven frameworks, and new use-case discovery methods into our team's strategy. Challenge our status quo to ensure our internal enablement practices and AI adoption methodologies remain cutting-edge. 

• Continuous Improvement: Monitor AI solution adoption across all teams, gather user feedback from program champions and their teams through regular check-ins, and identify areas for improvement in both the platform capabilities and our enablement approach. 

• Industry Knowledge: Stay current with the latest AI trends and technologies, to ensure our approach remains competitive and incorporates emerging best practices. 

Required Qualifications: 

• 5-7+ years in Internal Enablement, Digital Transformation, Business Operations, or Technical Program Management roles, with a focus on driving enterprise technology adoption. 

• Proven track record driving large-scale technology rollouts, workflow automation, or digital transformation initiatives, coupled with hands-on experience applying early AI tools (e.g., GenAI, Copilot, automation platforms) to business problems. 

• Champion network management - experience running power user or champion programs across multiple business units. 

• Value realization expertise - can track SaaS adoption metrics, calculate ROI, and build compelling business cases. 

• Consultative discovery skills - leads exploratory conversations to extract business problems and translate them into platform solutions. 

• Program coordination - manages multiple concurrent initiatives with strong follow-through. 

• Technical fluency at power user level - can become a power user of AI platforms and demonstrate capabilities to others. 

• Understanding of workflow automation, integrations, and data connections conceptually. 

• Experience with AI/LLM capabilities from a user enablement perspective. 

• Strong business acumen, able to identify process improvement opportunities and articulate the business value of AI solutions. 

• Excellent communication, collaboration, and organizational skills. 

• Self-starter with the capacity to multitask effectively in dynamic settings. 

Preferred Qualifications: 

• Experience with B2B services, customer success, or professional services organizations. 

• Understanding of how to embed technology into service delivery workflows. 

• Experience designing and delivering engaging workshops and training programs. 

• Track record of driving organizational adoption of new technologies through change management. 

• Experience partnering with technology vendors on platform optimization. 

• Previous experience building or managing champion/power user networks in enterprise settings.