Program Leader, Tech Transformation (Agent Platforms) - Field Operations

About the Role

What You Will Do

• Own identification, prioritization, and transformation of platform-level capabilities across Bliss, Scout, Translate, Kronos, Prisma, and future platforms to make AI-driven automation available to all COEs that build on them
• Build deep fluency in each platform's architecture, current usage across COEs, and where AI/automation could be embedded once and reused broadly
• Partner with Platform Engineering and Product to shape roadmaps, ensuring AI-native capabilities (e.g., AI-assisted configuration, content generation/translation, intelligent scheduling, automated case triage) are built as reusable platform primitives
• Work with COE stakeholders across Safety, Regs & Compliance, Mobility, Delivery, and other domains to identify where platform-level AI capabilities can unlock automation in their specific workflows
• Drive delivery from pilot (often within one COE) to platform-wide rollout, ensuring the human-in-the-loop model is configurable to each consuming team's risk tolerance
• Define and track platform-level metrics — capability adoption across COEs, aggregate automation rate enabled, TAT/cost impact by consuming team — and report impact to Field Ops and Platform leadership
• Act as the connective tissue between Platform Engineering, Product, and the many COE teams consuming these platforms, ensuring the roadmap reflects real cross-COE demand
• Scan the internal/external landscape for platform and AI-tooling trends, and shape the vision for future platforms Field Operations may need to build
• Build documentation and enablement so COE teams can self-serve on new platform-level AI capabilities as they launch

Basic Qualifications

• Bachelor's degree
• 8+ years of experience in program management, technical program management (TPM), platform strategy, or technology-driven operations transformation
• Demonstrated experience partnering directly with Product and Engineering to scope, prioritize, and ship technical/platform solutions
• Strong technical fluency — able to understand platform architecture, data flows, and configuration systems well enough to shape requirements and identify AI-automation opportunities
• Working understanding of how AI/ML and GenAI tools can be embedded into platform capabilities (config management, content workflows, translation, scheduling/workforce tools, case management), including where human review remains necessary
• Strong analytical/quantitative skills — sizing opportunities, defining success metrics, and measuring platform-level impact across multiple COEs
• Excellent written and verbal communication skills; ability to translate platform capabilities into concrete automation opportunities for diverse COE stakeholders

Preferred Qualifications

• Experience working directly with internal platform/infrastructure teams (e.g., config platforms, content management systems, workforce/scheduling tools, translation or localization platforms, case management systems)
• Prior experience embedding AI/automation capabilities into a shared platform used by multiple downstream teams, rather than a single-point solution
• Direct experience writing platform-level PRDs/specs, defining APIs/extensibility points, and running cross-COE pilots
• Familiarity with GenAI tooling (LLM APIs, agent frameworks, RAG, evaluation/guardrail patterns) sufficient for credible technical conversations with platform engineers
• Experience in a top-tier strategy consulting firm, or in a platform/infrastructure product role at a large tech company
• Strong stakeholder management skills across both platform engineering teams and the many COE teams that consume the platform
• Comfort operating one layer removed from a single workflow — thinking in terms of reusable capabilities rather than one-off automations

Ready to Ride?