Program Manager - AI & Customer Experience Transformation

About the role:

Are you someone who doesn't just identify problems but owns them, solves them, and drives them to closure?

We're looking for a high-ownership Program Manager - Problem Hustler to drive AI-led transformation and create smarter, faster, and more customer-centric solutions.

What You'll Work On:

- Drive end-to-end AI-led transformation programs

- Build AI-powered chat and conversational solutions for customer query resolution

- Use data to identify customer pain points, root causes, and improvement opportunities

- Drive automation and improve First-Time Resolution (FTR) and TAT

- Work cross-functionally with Product, Technology, Operations, CX and Business teams

- Define program metrics, track outcomes, manage dependencies, and drive execution

- Continuously challenge existing processes and find simpler, faster and smarter solutions