Interaction Intelligence Program Manager

Role Description

The Interaction Intelligence Program Manager will lead the deployment of artificial intelligence capabilities across our Contact Center. This strategic role will oversee the implementation of artificial intelligence-enabled speech analytics, automated QA, and agent coaching solutions—driving measurable impact in partnership with Vendor and internal stakeholders.

Qualifications

• Bachelor's Degree in related field, preferably in Business, or equivalent combination of education and experience required.
• Masters Degree in related field preferred.
• 7+ years of program management experience in customer experience, contact center operations, or AI deployment.
• Proven ability to lead cross-functional initiatives and manage vendor relationships.
• Experience navigating SOWs, data protection agreements, and compliance frameworks preferred.
• Background in QA processes or agent performance management preferred.
• Minimum five (5) years of cross-functional project management experience in financial services, the contact center industry, and/or fraud management is required.
• Minimum five (5) years of experience managing large-scale projects, from planning to execution and delivery preferred.
• Extensive knowledge of customer service strategies and contact center operations.
• Familiarity with Vendor AI voice analytics tools preferred.
• Passion for ethical AI governance and inclusive technology practices.

Requirements

• Ability to lead team members in establishing, planning, tracking, and controlling projects in a fast-paced environment while leading priorities/projects and meeting deadlines.
• Ability to exercise discretion and independent judgment in making decisions and interact positively and professionally with all levels of management, staff, clients, and vendors.
• Proven leadership skills, organizational skills, problem-solving abilities, and executive presentation skills are required.
• Expertise in back-office operations management, with a focus on process optimization and efficiency.
• Strong strategic thinking and problem-solving abilities.
• Strong understanding of Generative AI, NLP (Natural Language Processing) pipelines, and speech analytics.
• Excellent communication skills with the ability to translate technical concepts into business value.
• Strong financial acumen and budget management experience.
• Ability to foster a culture of innovation and continuous improvement.
• Ability to manage multiple projects, work in a fast-paced environment, meet deadlines and consistently demonstrate strong reasoning and analytical skills.
• Demonstrated experience in change management and leading organizational transformation efforts.
• PC/Windows-based software experience required with proficiency in Word, Excel and project management software.
• Ability to communicate effectively in both written and verbal formats with individuals or groups and make presentations utilizing a variety of audio/visual aids.
• Ability to travel as needed.

Benefits

• Competitive wages.
• Medical with telemedicine.
• Dental and Vision.
• Basic and Optional Life Insurance.
• Paid Time Off (PTO).
• Maternity, Parental, Family Care.
• Community Volunteer Time Off.
• 12 Paid Holidays.
• Company Paid Disability Insurance.
• 401k (with employer match).
• Health Savings Accounts (HSA) with company provided contributions.
• Flexible Spending Accounts (FSA).
• Supplemental Insurance.
• Mental Health and Well-being: Employee Assistance Program (EAP).
• Tuition Reimbursement.
• Wellness program.
• Benefits are subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.