Program Manager, Scaled Support

Responsibilities: Own the end-to-end performance of AI support agents, documentation, and vendor relationships to ensure scalable customer support. Drive cross-functional projects with product and engineering teams to improve support efficiency and track key gross margin metrics.

Requirements: Requires 5-8+ years of experience in operations or program management, specifically with AI automation tools and knowledge base programs. Must have a proven track record of building scalable systems in high-growth startup environments.

Key skills: Program Management, Support Operations, AI Support Enablement, Vendor Management, Knowledge Base Management, Data Analysis, Project Management, Cross-functional Collaboration, Contractor Management, SLA Management, Customer Experience, Strategic Planning

Keywords: AI Support Agent, Chatbots, Intercom, Zendesk, BPO, SLA, Gross Margin, Customer Experience, Healthcare, Fintech, Insurance, Knowledge Base, Support Operations, Scalability, Vendor Management, Contractor Programs