Senior Program Manager

Role Overview

• Drive the deployment of AI-driven tools and workflows aimed at automating repetitive activities and elevating the support experience across multiple channels such as chat, ticketing systems, and store reviews.
• Collaborate closely with engineering teams to prioritize and ensure timely completion of key deliverables.
• Continuously evaluate and implement new AI innovations that improve internal processes and customer experiences.
• Conduct testing, documentation, and refinement of automation workflows based on internal feedback and performance metrics.
• Automate onboarding procedures for B2B, academic, and enterprise clients.
• Support both pre-sale and post-sale phases by designing intelligent outreach strategies utilizing automated touchpoints.
• Enhance coordination among sales, customer success, and business development teams by enabling seamless handoffs and integrated workflows.
• Partner with product and engineering teams to design and refine intelligent cancellation flows that decrease churn at decision points.
• Implement usage-based engagement campaigns aimed at boosting conversions from free to paid users.
• Create AI-driven reactivation triggers to address periods of user inactivity or decreased usage.
• Utilize AI-derived product tracking signals, such as domain clustering and feature engagement analytics, to aid Sales in identifying institutional expansion opportunities.
• Oversee and troubleshoot critical systems used by internal teams, including ticketing platforms, workflow and task management tools, and CRM systems.
• Provide support with user setups, permissions, and updates to ensure tools remain reliable and aligned with team requirements and business goals.
• Perform regular audits and tests of workflows to detect and resolve inefficiencies or obstacles.
• Manage timelines, follow-ups, and deliverables associated with automation initiatives.
• Offer post-implementation assistance and training to internal stakeholders.
• Establish and monitor OKRs related to automation, operational performance, customer satisfaction (CSAT), efficiency metrics such as ticket resolution time and deflection rates, and revenue outcomes like retention and expansion.
• Develop dashboards and reports that showcase the impact of AI projects and provide strategic insights for Product, Customer Success, and Revenue Operations teams.
• Support Revenue Operations by extracting customer insights and identifying trends from operational data.
• Work collaboratively with the Community and Content team to keep process documentation, tool guides, and standard operating procedures for automated workflows and internal systems up to date.
• Assist the Community and Content team in onboarding and enabling internal users by providing how-to guides, FAQs, and concise training resources.
• Ensure key workflows are thoroughly documented and easily accessible across teams to promote consistency and transparency.

Requirements

• 3-5+ years of experience managing AI automation across various platforms (such as Intercom, Zendesk, Salesforce, Monday.com CRMs, Notion, Asana, and Figma) within SaaS companies; experience in EdTech or consumer applications is a plus.
• Proficiency with no-code automation tools like n8n or Zapier.
• Strong program management capabilities with a track record of collaborating cross-functionally across Product, Engineering, Marketing, Sales, Business Development, and Customer Success teams.
• Comfortable operating within feedback-driven, ambiguous, and fast-paced environments.
• Excellent organizational and communication skills.
• Familiarity with dashboarding tools like Amplitude and skills in report generation.

Benefits

• Competitive salary and annual bonus structure
• Comprehensive medical insurance coverage
• Life and accidental injury insurance
• Vacation and various leave options including menstrual, flexible, special leaves, and more
• Opportunities for professional growth via educational reimbursements and workshops
• Maternity and parental leave benefits
• Flexible hybrid and remote work model with adaptable working hours
• On-site and virtual company events hosted throughout the year
• Tech and work-from-home stipends as well as new hire allowances
• Employee referral program