Technical Program Manager - Voice AI

Summary

Join Thoughtful AI as a Technical Program Manager to optimize offshore operations for our AI Agent voice product. You will leverage data analysis, customer discovery, and project management expertise to understand operational challenges, create impactful roadmaps prioritizing cost efficiencies, and amplify business value. Collaborate with cross-functional teams to ensure the AI Agent handles offshore team workloads, reducing costs and enhancing patient outcomes. This role may involve significant travel to India. As a domain expert, you will own offshore voice call handling execution, focusing on cost reduction. Your technical and strategic skills will deliver meaningful wins, helping healthcare clients achieve operational savings and performance improvements. The position requires a strong background in program management and data analysis, along with exceptional communication and problem-solving skills.

Requirements

• Bachelor’s Degree in Computer Science, Math, or related discipline required, or eight years of equivalent work experience
• 5+ years of experience in program management, ideally with a focus on data science, machine learning / AI, voice technologies, or related fields
• Experience in external customer-facing or offshore operational environments is essential
• The ability to think creatively to solve problems with a straightforward approach
• Exceptional written and verbal communication skills with a talent for the precise articulation of hypotheses and outcomes
• Ruthless prioritization skills
• An entrepreneurial mindset and determination to do whatever it takes to achieve your mission, including willingness to travel heavily to India

Responsibilities

• Lead Problem Discovery: Deeply investigate and define challenges in offshore voice call operations, gathering insights from data and stakeholders to inform the strategic deployment of our AI Agent voice product
• Drive Data-Driven Decision Making: Utilize data analysis and operational research to prioritize features and improvements for voice call handling, ensuring roadmap decisions align with cost reduction targets and business objectives
• Exemplify Impeccable Project Management: Oversee seamless execution of offshore initiatives through detailed planning, clear communication, and proactive issue resolution, delivering high-impact projects on time while managing travel to India as needed
• Serve as the Voice of Truth: Act as a trusted advisor to stakeholders, transparently sharing insights on technical limitations, offshore challenges, or opportunities related to voice call operations
• Evaluate Business Impact: Assess how various technical approaches affect cost outcomes in offshore voice calls, using data to prioritize roadmaps that support targeted reductions and overall business goals
• Optimize Discovery and Delivery Processes: Collaborate on creating efficient processes and playbooks for offshore voice call management, streamlining problem discovery and roadmap planning for scalable, high-quality implementations
• Inform Product Design with Data Insights: Work with product and engineering teams, incorporating findings from offshore operations and customer discovery to refine the AI Agent voice product for emerging needs in voice call handling
• Lead Cross-Functional Collaboration: Guide and mentor cross-functional teams, including program managers, engineers, and offshore partners, to ensure aligned exploration and execution of voice call initiatives

Preferred Qualifications

• Having worked in high-stakes projects with executive visibility and scrutiny, particularly in cost optimization or offshore operations
• You have a strong background in technical program management, ideally from a data-heavy, AI, or healthcare technology company with experience in voice products
• Experience with Python, AI, automation, RPA, OCR, voice recognition technologies, IaaS, PaaS, DevOps, and product engineering
• The ideal candidate will have demonstrated the ability to work collaboratively across the organization, possess strong technical and leadership skills, and have experience building and fostering strong working relationships, including with offshore teams
• Experience influencing without direct authority at senior levels of internal and external organizations, as well as strong people and negotiation skills, especially in international contexts
• Ability to travel up to 25 percent of the year

Benefits

• Market-leading base salary and bonus
• Employee stock
• Medical, dental, and vision insurance for you and your dependents
• We expect you to unwind and disconnect for three weeks per year while still getting paid