Remote Senior Program Manager

Summary

Join Quiq's Professional Services team as a Program Manager and lead complex projects for large enterprise customers, utilizing advanced language models to deliver exceptional conversations.

Requirements

• 7+ years of experience in program or project management, with a focus on enterprise clients within the technology or SaaS industry
• Understanding of AI technologies, particularly in deploying conversational AI and automation solutions for large enterprises, with the ability to communicate the nuances of AI to both technical and non-technical audiences
• Customer Service Knowledge: Deep understanding of Consumer Customer Service best practices and strategies
• Bachelor’s degree in Business, Information Technology, or a related field; PMP or similar certification is highly desirable

Responsibilities

• Lead and manage multiple enterprise-level projects from initiation through delivering and into optimization and tuning
• Build and maintain strong relationships with key stakeholders, serving as the primary point of contact for all project-related activities
• Take ownership of developing workshops as a part of the development of user stories and technical requirements to support the development of AI Assistants for our customers
• Provide recommendations and guidance on product capabilities, utilizing deep Quiq product knowledge and knowledge of the customer service market
• Managing dependencies and resources, instigating change orders, supporting the sales process as needed to instill customer confidence, and documenting all key decisions and meeting outcomes
• Coordinate the services team members including solution architects, implementation specialists, integration engineers, and other relevant roles, to ensure cohesive project execution
• Identify potential project risks and develop mitigation strategies to address them proactively
• Serve as the first line escalation point for issues that jeopardize customer satisfaction, project completion, or internal standards
• Provide regular project updates to key senior stakeholders within Quiq and the customer
• Track real time project performance, analyze key metrics, and prepare detailed status reports and dashboards for clients and internal stakeholders
• Implement best practices and lessons learned to enhance the efficiency and effectiveness of project delivery
• Work closely with the Sales and Customer Success team to ensure seamless handover and continued client satisfaction post-implementation and execution of follow on projects to grow value within the customer

Benefits

• Market competitive total compensation package
• 100% company paid family medical and 100% individual dental and vision insurance coverage
• Flexible, unlimited vacation policy
• Stock options