Principal Program Manager overseeing IT project deliveries at PG&E, leading cross - functional teams and managing strategic plans for technology initiatives.
About the role
- Sr. Strategic Technical Program Manager driving Intel's AI-enabled customer support transformation through cross-functional leadership. Focused on delivering unified support experiences and operational excellence.
Responsibilities
- Serve as a strategic advisor to program sponsors, shaping direction, scope, and success criteria for Intelligent Support initiatives.
- Define and execute program strategies aligned with Intel's enterprise digital transformation and customer experience goals.
- Lead cross-functional initiatives that deliver AI-powered operations, next-gen self-service capabilities, and unified support experiences.
- Partner with executive leadership to establish KPIs, ROI frameworks, and business impact models.
- Oversee deployment of AI, automation, and agentic technologies that increase efficiency, accuracy, and customer deflection.
- Collaborate with engineering, data science, IT, and product teams to optimize scalable support solutions and AI/ML use cases.
- Lead multi-workstream programs from concept through delivery, focusing on seamless execution and measurable outcomes.
- Manage SOWs, procurement, vendor relationships, and budgets with rigor and accountability.
Requirements
- Bachelor’s degree in engineering, computer science, business, or related field.
- 7+ years in technical program management or related strategic role
- 2+ years in all the following:
- Customer support or service operations.
- AI and Automation implementation
- SDLC, Agile methodologies, and enterprise program frameworks.
- KPI development, program metrics, and business impact measurement.
- Master’s degree in engineering, CS, MBA, or related field.
- 10+ years in technical program management or related strategic role
- 5+ years of experience in:
- Experience managing vendors, SOWs, procurement, and budget processes.
- With implementing AI powered support systems, conversational AI or agentic automation at scale.
- Customer support or service operations.
- AI and Automation implementation
- Background in contact center operations, warranty systems, returns processing, or reverse logistics.
- Knowledge of warranty automation, product lifecycle, defect analysis, and supply chain integration.
- Customer service KPIs and operational efficiency metrics.
- Large tech organizations or fast growth SaaS environments.
- PMP, PgMP, SAFe, or Scrum certification.
- Organizational change management.
- Data analytics, BI tools, and customer insights platforms.
- Skills to lead global programs; proficiency in English and Mandarin.
Benefits
- Competitive pay
- Stock bonuses
- Health
- Retirement
- Vacation
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