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. Responsibilities

• Partner with product managers, operations leaders, engineers, and subject matter experts to identify high-value workflows for AI tool development
• Coordinate the creation, testing, launch, and ongoing maintenance of AI skills and internal tools
• Define and manage the submission process for new AI tools, including templates, acceptance criteria, and review standards
• Design evaluation frameworks with clear test cases and pass/fail benchmarks before tools are added to the repository
• Monitor tools for accuracy, relevance, and usefulness as products, policies, and processes change
• Maintain version history, changelogs, and rollback readiness for all tools in the repository
• Set and enforce deprecation standards for tools that are no longer effective or needed
• Establish governance practices for naming, metadata, access, ownership, and review cadence
• Create and maintain clear documentation that outlines each tool’s purpose, inputs, outputs, limitations, and edge cases
• Run periodic audits and produce reports on repository health, coverage, quality, adoption, and open gaps
• Promote responsible AI practices by ensuring proper guardrails, escalation paths, and human oversight where needed
• Support training sessions, internal communications, and team-wide updates related to the AI tools repository

• 7+ years of experience in technical program management
• Hands-on experience with AI tools, prompt engineering, LLM-based products, or AI workflow automation
• Strong ability to determine where AI can add value and where it may introduce risk
• Excellent written communication skills with the ability to turn complex workflows into clear, practical documentation
• Experience building and running quality or evaluation frameworks
• Strong program management skills with the ability to manage multiple priorities and stakeholders
• Ability to influence cross-functional teams without direct authority
• Working knowledge of software development lifecycle practices and methodologies
• Ability to collaborate effectively with technical and non-technical teams
• Organized, detail-oriented, and comfortable owning end-to-end process improvements

Preferred Skills

• Experience in customer support, trust, or operations environments within a technology company
• Familiarity with Agile methodologies
• Experience working with analytics or data science teams to measure impact and quality
• Background in knowledge management, repository governance, or workflow standardization
• Experience developing internal enablement resources, training materials, or adoption communications

Horizontal 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.