Lead Project / Program Manager – (Customer Care Ops Support)

**Overview**

We’re looking for a **Lead Project/Program Manager** to drive AI-enabled transformation across our Customer Care Operations Support organization. This role sits at the intersection of business strategy and execution—partnering across Operations, Product, Data, and Technology to bring intelligent solutions to life at scale.

You will lead complex, cross-functional initiatives from concept through delivery, helping define and operationalize a multi-year AI roadmap. This role is ideal for someone who thrives in ambiguity, can translate strategy into action, and excels at driving alignment across diverse stakeholders.

This is a **primarily business-functional lead role (70%)** , requiring a strong operator who can connect strategy, execution, and measurable outcomes—supported by a working understanding of AI-driven capabilities and digital solutions.

**What You’ll Do**