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About the Role
The Program Leader, GenAI & Voice AI Innovation sits within the Global Digital Experience (GDX) team — the digital service design arm of the global CommOps organization. This role owns the end-to-end operationalization of transformational GenAI and Voice AI programs: scoping products for high business impact, running vendor pilots, designing evaluation frameworks, removing implementation roadblocks, and building the phased playbooks that take a program from a handful of pilot calls to a multi-market, multi-language rollout.
This is a builder's role. You'll typically run more than one program at a different stage of maturity at the same time — a live vendor pilot needing daily quality monitoring, an expansion strategy needing market-by-market sequencing, and a cross-functional standing forum needing weekly alignment — and you'll be the person who can hold all three without dropping a thread.
The successful candidate combines strong technical and business acumen with the operational rigor to build repeatable frameworks (SOPs, evaluation rubrics, scale-up gates) out of a first-of-its-kind pilot, and the stakeholder management skill to bring Tech, Product, Ops, and external vendors along at the same time.
What You'll Do
Program & vendor management
Own end-to-end program management for GenAI/Voice AI pilots — from vendor selection and evaluation through phased global expansion — managing multiple programs at different stages simultaneously.
Design and run structured vendor evaluation frameworks (manual call/transcript review + quantitative metrics) to select, compare, and manage competing GenAI vendors running parallel pilots on separate traffic splits.
Own the day-to-day pilot operations during launch windows, including hands-on quality monitoring (e.g., reviewing live call/session volume) as a deliberate checkpoint before scaling traffic.
Lead knowledge/API handoff and onboarding packages for external vendor partnerships.
Product scoping & policy design
Partner with Product Managers and Engineering to translate existing operational policy (e.g., rigid if/then decision trees) into conversational, agentic flows with guardrails suitable for GenAI/LLM-driven automation.
Curate golden datasets with Product and Ops partners — hand-picking representative and edge-case scenarios — to ground evaluation and model tuning.
Identify the right business problems and use cases to apply GenAI/Voice AI and quantify potential impact (e.g., cost savings, resolution rate, handle time, CSAT) to prioritize the roadmap.
Evaluation frameworks & quality governance
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