AI Implementation Technical Program Manager

#### About the Role

We're looking for an AI Implementation Technical Program Manager to build and steward a governed repository of AI-powered tools that automate and standardize workflows across a customer support organization. This is a new, high-impact role at the intersection of AI product operations, knowledge management, and quality assurance. You'll partner with product managers, engineers, operations leads, and frontline teams to turn institutional knowledge into reusable, verified, production-grade AI tools - and keep them accurate and effective as products and processes evolve.

#### Key Responsibilities

• Partner with product managers, operations leads, and subject-matter experts to identify high-value workflows suitable for AI tool development
• Coordinate and conduct the development, testing, and implementation of AI tools for internal teams, ensuring a high standard of output
• Define and steward the AI tools submission lifecycle, including standardized templates, acceptance criteria, and governance
• Design and operate a structured AI tool evaluation framework, defining test cases and pass/fail standards before any tool goes live
• Own the ongoing health of the repository, monitoring for use cases that become stale, inaccurate, or redundant as products and workflows change
• Maintain version history and a change-log for every AI tool, enabling rollback and audit
• Establish deprecation criteria and retire tools that no longer deliver value, communicating changes to affected teams
• Define and own the AI tooling governance model: naming conventions, metadata standards, access controls, review cadences, and ownership assignment
• Create and maintain a discoverable skills catalogue with clear documentation of purpose, inputs/outputs, limitations, and known edge cases
• Run regular repository audits, producing health reports that track coverage, quality scores, adoption trends, and outstanding gaps for leadership
• Champion respo