AI Implementation Technical Program Manager

We’re seeking an AI Implementation Technical Program Manager to help build and manage a governed repository of AI-powered tools that improve customer support workflows. This role sits at the intersection of AI operations, knowledge management, and quality assurance, with a strong focus on creating reliable, well-documented, and scalable solutions for internal teams.ResponsibilitiesPartner with product managers, operations leaders, engineers, and subject matter experts to identify high-value workflows for AI tool developmentCoordinate the creation, testing, launch, and ongoing maintenance of AI skills and internal toolsDefine and manage the submission process for new AI tools, including templates, acceptance criteria, and review standardsDesign evaluation frameworks with clear test cases and pass/fail benchmarks before tools are added to the repositoryMonitor tools for accuracy, relevance, and usefulness as products, policies, and processes changeMaintain version history, changelogs, and rollback readiness for all tools in the repositorySet and enforce deprecation standards for tools that are no longer effective or neededEstablish governance practices for naming, metadata, access, ownership, and review cadenceCreate and maintain clear documentation that outlines each tool’s purpose, inputs, outputs, limitations, and edge casesRun periodic audits and produce reports on repository health, coverage, quality, adoption, and open gapsPromote responsible AI practices by ensuring proper guardrails, escalation paths, and human oversight where neededSupport training sessions, internal communications, and team-wide updates related to the AI tools repositorySkills7+ years of experience in technical program managementHands-on experience with AI tools, prompt engineering, LLM-based products, or AI workflow automationStrong ability to determine where AI can add value and where it may introduce riskExcellent written communication skills with the ability to turn complex workflows into clear, practical documentationExperience building and running quality or evaluation frameworksStrong program management skills with the ability to manage multiple priorities and stakeholdersAbility to influence cross-functional teams without direct authorityWorking knowledge of software development lifecycle practices and methodologiesAbility to collaborate effectively with technical and non-technical teamsOrganized, detail-oriented, and comfortable owning end-to-end process improvementsPreferred SkillsExperience in customer support, trust, or operations environments within a technology companyFamiliarity with Agile methodologiesExperience working with analytics or data science teams to measure impact and qualityBackground in knowledge management, repository governance, or workflow standardizationExperience developing internal enablement resources, training materials, or adoption communicationsHorizontal is committed to fostering an inclusive and welcoming environment where diverse perspectives, experiences, and ideas are valued. We encourage candidates from all backgrounds to apply and believe equitable access to opportunity strengthens teams, innovation, and outcomes.By applying for this position, you acknowledge and agree that Horizontal Talent may contact you regarding your application using automated technology, including phone calls, SMS/text messages, or email, which may be delivered by our virtual AI recruiter, Alex.