Serve as a strategic advisor to program sponsors, shaping direction, scope, and success criteria for Intelligent Support initiatives.
Define and execute program strategies aligned with Intel's enterprise digital transformation and customer experience goals.
Lead cross-functional initiatives that deliver AI-powered operations, next-gen self-service capabilities, and unified support experiences.
Partner with executive leadership to establish KPIs, ROI frameworks, and business impact models.
Oversee deployment of AI, automation, and agentic technologies that increase efficiency, accuracy, and customer deflection.
Collaborate with engineering, data science, IT, and product teams to optimize scalable support solutions and AI/ML use cases.
Lead multi-workstream programs from concept through delivery, focusing on seamless execution and measurable outcomes.
Manage SOWs, procurement, vendor relationships, and budgets with rigor and accountability.

Bachelor’s degree in engineering, computer science, business, or related field.
7+ years in technical program management or related strategic role
2+ years in all the following: Customer support or service operations. AI and Automation implementation SDLC, Agile methodologies, and enterprise program frameworks. KPI development, program metrics, and business impact measurement.
Master’s degree in engineering, CS, MBA, or related field.
10+ years in technical program management or related strategic role
5+ years of experience in: Experience managing vendors, SOWs, procurement, and budget processes. With implementing AI powered support systems, conversational AI or agentic automation at scale. Customer support or service operations. AI and Automation implementation Background in contact center operations, warranty systems, returns processing, or reverse logistics. Knowledge of warranty automation, product lifecycle, defect analysis, and supply chain integration. Customer service KPIs and operational efficiency metrics. Large tech organizations or fast growth SaaS environments. PMP, PgMP, SAFe, or Scrum certification. Organizational change management. Data analytics, BI tools, and customer insights platforms.
Skills to lead global programs; proficiency in English and Mandarin.

Senior Strategic Technical Program Manager, Intelligent Support

Key skills