AI Program Manager – Developer

Role Overview

• Lead AI roadmap execution across the Services and Support team
• Identify and prioritize high-impact AI use cases aligned to Services and Support goals
• Track and report adoption, efficiency, and ROI metrics
• Coordinate AI initiatives across: Customer Support, Professional Services, TAM / CSM, Customer Operations
• Serve as the Customer Office representative to the Proofpoint AI Business Council
• Ensure alignment with enterprise AI governance, licensing, and publishing standards
• Translate enterprise AI strategy into actionable Customer Office execution plans
• Design and build Custom GPTs and AI workflows tailored to: Case summarization, Troubleshooting guidance, Smart routing & case deflection, Knowledge base generation, Services documentation automation, Executive reporting automation
• Develop structured workflows and agentic use cases
• Partner with IT on integrations (SharePoint, Teams, Outlook, GitHub, Jira, Salesforce, etc.)
• Ensure appropriate RBAC, data security, and governance controls
• Establish reusable AI frameworks that can scale cross functionally
• Act as a primary liaison to the Proofpoint AI Business Council
• Bring forward use cases, risks, and adoption metrics
• Communicate governance updates, licensing changes, and publishing policies
• Partner with IT Admins and AI Project Leads to ensure compliant GPT publishing
• Track usage and ROI
• Maintain governance alignment
• Champion responsible AI adoption
• Identify and enable Citizen Developers within Support & Services
• Provide training, best practices, and AI office hours
• Measure adoption and optimize based on usage data
• Create documentation and playbooks for scalable AI deployment
• Foster an innovation mindset while maintaining operational rigor

Requirements

• 5 years in Program Management, Technical Operations, Product Operations, or Services Enablement in a SaaS organization
• Strong experience implementing automation, AI solutions, or workflow improvements
• Experience driving cross-functional initiatives without direct authority
• Experience operating in a customer-facing or services-driven environment
• Experience with generative AI platforms (ChatGPT Enterprise, Copilot, APIs)
• Familiarity with building custom GPTs, structured prompts, or workflow automation
• Basic to intermediate scripting (Python or similar) preferred
• Familiarity with SaaS tools: Jira, Confluence, Salesforce, GitHub, Service Cloud, etc.
• Understanding of AI governance, data security, and enterprise compliance considerations

Tech Stack

• Cloud
• Python

Benefits

• Competitive compensation
• Comprehensive benefits
• Career success on your terms
• Flexible work environment
• Annual wellness and community outreach days
• Always on recognition for your contributions
• Global collaboration and networking opportunities