AI Implementation Technical Program Manager

We're looking for an AI Implementation Technical Program Manager to build and steward a governed repository of AI-powered tools that automate and standardize workflows across a customer support organization. This is a new, high-impact role at the intersection of AI product operations, knowledge management, and quality assurance. You'll partner with product managers, engineers, operations leads, and frontline teams to turn institutional knowledge into reusable, verified, production-grade AI tools - and keep them accurate and effective as products and processes evolve.

• Partner with product managers, operations leads, and subject-matter experts to identify high-value workflows suitable for AI tool development
• Coordinate and conduct the development, testing, and implementation of AI tools for internal teams, ensuring a high standard of output
• Define and steward the AI tools submission lifecycle, including standardized templates, acceptance criteria, and governance
• Design and operate a structured AI tool evaluation framework, defining test cases and pass/fail standards before any tool goes live
• Own the ongoing health of the repository, monitoring for use cases that become stale, inaccurate, or redundant as products and workflows change
• Maintain version history and a change-log for every AI tool, enabling rollback and audit
• Establish deprecation criteria and retire tools that no longer deliver value, communicating changes to affected teams
• Define and own the AI tooling governance model: naming conventions, metadata standards, access controls, review cadences, and ownership assignment
• Create and maintain a discoverable skills catalogue with clear documentation of purpose, inputs/outputs, limitations, and known edge cases
• Run regular repository audits, producing health reports that track coverage, quality scores, adoption trends, and outstanding gaps for leadership
• Champion responsible AI practices, ensuring tools include appropriate guardrails, escalation paths, and human-in-the-loop checkpoints where required
• Support team-wide training sessions and internal communications to ensure organizational alignment

Required

• 7+ years of experience in technical program management with a proven track record of success
• Demonstrable experience with AI tools, including prompt engineering, LLM-based product development, or AI workflow automation, with strong instincts for where AI adds genuine value vs. introduces risk
• Exceptional written communication skills, with the ability to translate complex operational workflows into clear, structured documentation for non-technical readers
• Experience designing and running quality or evaluation frameworks, with a track record of defining what "good" looks like and holding work to that standard
• Strong program management instincts, able to manage a portfolio of work across multiple stakeholders and deliver reliably
• A collaborative, ambitious, low-ego working style with the ability to influence without authority across product, engineering, operations, and analytics teams
• Hands-on, working knowledge of software product development lifecycle and methodologies; Agile experience preferred

Preferred

• Experience in a customer support, trust, or operations organization at a technology company
• Understanding of data quality principles and experience working with analytics or data science teams to instrument impact metrics

• Start Date: Late September, 2026
• Duration: Through December, 2026
• Location: Remote (within the U.S.)
• Work Schedule: Full-time, 40 hours/week
• Pay Rate: $116 - $132/hour + benefits (medical, dental, vision, 401k)
• Work Authorization: Must be authorized to work in the U.S. without sponsorship.
• Engagement: W2 Contract role through Maleda Tech.