Program Manager II overseeing complex projects in ISR and aviation systems with customer relationship and technical planning focus. Leading proposals and managing project outcomes.
About the role
- AI Program Manager & Developer leading AI initiatives with development focus in Services and Support at Proofpoint. Drive AI strategy, governance, and adoption with measurable business impact.
Responsibilities
- Lead AI roadmap execution across the Services and Support team
- Identify and prioritize high-impact AI use cases aligned to Services and Support goals
- Track and report adoption, efficiency, and ROI metrics
- Coordinate AI initiatives across: Customer Support, Professional Services, TAM / CSM, Customer Operations
- Serve as the Customer Office representative to the Proofpoint AI Business Council
- Ensure alignment with enterprise AI governance, licensing, and publishing standards
- Translate enterprise AI strategy into actionable Customer Office execution plans
- Design and build Custom GPTs and AI workflows tailored to: Case summarization, Troubleshooting guidance, Smart routing & case deflection, Knowledge base generation, Services documentation automation, Executive reporting automation
- Develop structured workflows and agentic use cases
- Partner with IT on integrations (SharePoint, Teams, Outlook, GitHub, Jira, Salesforce, etc.)
- Ensure appropriate RBAC, data security, and governance controls
- Establish reusable AI frameworks that can scale cross functionally
- Act as a primary liaison to the Proofpoint AI Business Council
- Bring forward use cases, risks, and adoption metrics
- Communicate governance updates, licensing changes, and publishing policies
- Partner with IT Admins and AI Project Leads to ensure compliant GPT publishing
- Track usage and ROI
- Maintain governance alignment
- Champion responsible AI adoption
- Identify and enable Citizen Developers within Support & Services
- Provide training, best practices, and AI office hours
- Measure adoption and optimize based on usage data
- Create documentation and playbooks for scalable AI deployment
- Foster an innovation mindset while maintaining operational rigor
Requirements
- 5 years in Program Management, Technical Operations, Product Operations, or Services Enablement in a SaaS organization
- Strong experience implementing automation, AI solutions, or workflow improvements
- Experience driving cross-functional initiatives without direct authority
- Experience operating in a customer-facing or services-driven environment
- Experience with generative AI platforms (ChatGPT Enterprise, Copilot, APIs)
- Familiarity with building custom GPTs, structured prompts, or workflow automation
- Basic to intermediate scripting (Python or similar) preferred
- Familiarity with SaaS tools: Jira, Confluence, Salesforce, GitHub, Service Cloud, etc.
- Understanding of AI governance, data security, and enterprise compliance considerations
Benefits
- Competitive compensation
- Comprehensive benefits
- Career success on your terms
- Flexible work environment
- Annual wellness and community outreach days
- Always on recognition for your contributions
- Global collaboration and networking opportunities
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