Job Summary :

We are seeking an experienced Program Manager to lead the strategy, delivery, optimization, and continuous improvement of our digital customer experience platforms, including the corporate website, mobile applications, and AI-powered chatbot solutions. This role will coordinate cross-functional teams across Product, Engineering, UX/UI, Marketing, Customer Support, Data Analytics, and AI/ML functions to ensure seamless, scalable, and high-performing digital experiences.

The ideal candidate combines strong program management expertise with digital product knowledge, stakeholder management skills, and an understanding of AI-driven customer engagement technologies.

Key Responsibilities :

Program Leadership & Delivery :

- Own the end-to-end roadmap and execution of website, mobile app, and AI chatbot initiatives.

- Define program objectives, milestones, timelines, budgets, and success metrics.

- Manage multiple concurrent projects while ensuring alignment with business goals.

- Establish governance frameworks, reporting mechanisms, and risk management processes.

- Drive agile delivery practices across cross-functional teams.

Website Management :

- Oversee enhancements, releases, and maintenance of the corporate website.

- Collaborate with Marketing, Product, and Content teams to improve customer acquisition and engagement.

- Ensure website performance, accessibility, SEO optimization, security, and compliance standards.

- Monitor website analytics and recommend improvements based on customer behavior insights.

Mobile App Program Management :

- Lead mobile app development initiatives across iOS and Android platforms.

- Coordinate feature prioritization, release planning, testing, and deployment.

- Improve user experience, app performance, retention, and customer satisfaction.

- Track app adoption, engagement metrics, ratings, and customer feedback.

AI Chatbot & Conversational AI :

- Drive implementation and optimization of AI chatbot solutions for customer support and self-service.

- Partner with AI/ML, Product, and Customer Experience teams to improve chatbot accuracy and effectiveness.

- Define chatbot use cases, conversation flows, escalation paths, and performance KPIs.

- Monitor chatbot analytics including containment rate, resolution rate, CSAT, and response quality.

- Identify opportunities to leverage Generative AI and automation for enhanced customer experiences.

Stakeholder Management :

- Act as the primary liaison between business stakeholders and technology teams.

- Facilitate executive reviews and communicate program status, risks, and outcomes.

- Gather business requirements and translate them into actionable delivery plans.

- Manage vendor and third-party relationships where applicable.

Analytics & Continuous Improvement :

- Define and track KPIs across website, mobile app, and chatbot channels.

- Analyze customer journeys and identify opportunities for optimization.

- Lead A/B testing, experimentation, and data-driven decision-making initiatives.

- Develop dashboards and executive reporting frameworks.

Compliance & Quality Assurance :

- Ensure adherence to security, privacy, accessibility, and regulatory requirements.

- Establish quality standards for releases and customer-facing digital experiences.

- Coordinate testing, UAT, and production readiness activities.

Required Qualifications :

- Bachelor's degree in Computer Science, Engineering, Business, Information Systems, or related field.

- 7 to 12 years of experience in Program Management, Product Management, or Digital Transformation roles.

- Experience managing website, mobile application, or digital platform programs.

- Strong understanding of Agile, Scrum, and project delivery methodologies.

- Experience working with cross-functional technology and business teams.

- Proven ability to manage multiple stakeholders and priorities simultaneously.

Preferred Qualifications :

- MBA or Master's degree preferred.

- Experience with AI chatbot, conversational AI, or Generative AI implementations.

- Knowledge of customer experience (CX) platforms and digital engagement strategies.

- Familiarity with analytics tools such as :

1. Google Analytics

2. Firebase

3. Mixpanel

4. Power BI

- Experience with CMS platforms and mobile app ecosystems.

- Understanding of AI technologies, NLP, LLMs, chatbot frameworks, and customer support automation.