About this opportunity
Horizontal Talent lists this AI Implementation Technical Program Manager opportunity in san francisco, California. Review the employer’s description below for duties, qualifications and application requirements.
Job description
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
Skills
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.
By applying for this position, you acknowledge and agree that Horizontal Talent may contact you regarding your application using automated technology, including phone calls, SMS/text messages, or email, which may be delivered by our virtual AI recruiter, Alex.
Please apply through this online posting or by visiting our Job Board at Applications will be accepted for 4 weeks. For those that join the team, we offer competitive compensation and benefits including medical, dental, vision, and retirement. Check out all we have to offer and how you can become part of the Horizontal Talent Team. The pay range for this role is $92 - $132 per hour based on qualifications and experience.
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.