Program Manager
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Overview
Remote
On-site
Compensation
$55-$60/hour
Job Description
Job Title: Program Manager Customer Retention AI Agent (Google CCAI) Location: Charlotte NC Rate: $75 to $80 Role Summary We're looking for a seasoned Program Manager to lead the end-to-end delivery of a customer retention agent built on Google's Contact Center AI (CCAI) / Dialogflow CX platform. This is a cross-functional program spanning conversational design, engineering, data, and CX operations you'll own scope, timeline, risk, and stakeholder alignment from discovery through production launch and scale. Key Responsibilities " Own the program roadmap, milestones, and delivery cadence for the retention agent build (discovery design build pilot GA) " Coordinate cross-functional squads: conversational designers, Dialogflow CX/CCAI engineers, data/ML teams, QA, and contact center operations " Manage vendor/SI relationships if a systems integrator or Google Cloud partner is involved " Define and track program KPIs (containment rate, retention lift, deflection rate, CSAT/NPS impact, AHT reduction) " Run governance: steering committee updates, RAID logs, budget tracking, and change management " Drive integration planning across CRM, telephony/CCaaS, billing, and retention-offer systems " Manage phased rollout strategy (pilot cohort regional full production) and post-launch optimization cycles " Escalate and resolve cross-team blockers; manage dependencies between engineering, data privacy/compliance, and business stakeholders Required Qualifications " 10+ years of program/project management experience, including 3+ years managing AI/conversational AI, CX, or contact-center technology programs " Hands-on program delivery experience with Genesys Cloud CX (or comparable enterprise contact-center platform) environments " Working knowledge of Google Cloud Contact Center AI (CCAI) / Dialogflow CX, or strong aptitude to ramp quickly on the platform " Proven experience managing customer retention, churn-reduction, or customer experience transformation initiatives " Strong stakeholder management skills comfortable presenting to VP/C-level sponsors and running working sessions with engineers " Experience with Agile/Scrum and hybrid delivery models; PMP, PgMP, or SAFe certification a plus " Familiarity with CRM (Salesforce/ServiceNow), telephony integrations, and data privacy considerations (PCI, PII) in contact center contexts Nice to Have " Prior experience specifically launching a virtual agent / conversational AI bot into a live contact center " Experience with retention/loyalty program design (offers, save desks, win-back campaigns) " Google Cloud certification (Professional Cloud Architect or CCAI-specific training) Years of Experience: 14.00 Years of Experience
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FAQs About Program Manager Jobs at Apolis
What is the work location for this position at Apolis?
This job at Apolis is located in Charlotte, NC, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.
What pay range can candidates expect for this role at Apolis?
Candidates can expect a pay range of $55–$60 per hour for this role.
What employment applies to this position at Apolis?
The employer has not provided this information. This may be discussed during the hiring process.
What is the process to apply for this position at Apolis?
You can apply for this role at Apolis either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.