Senior Program Manager, HR AI Product Experience

Labcorp is seeking a Senior Program Manager, HR AI Product Experience for a team in Durham, NC.

Work Schedule: This is a full‑time, exempt (salaried) position assigned to a First Shift schedule, with standard business hours of Monday through Friday, 8:00 a.m. to 5:00 p.m. in your local time zone. Business needs may occasionally require flexibility in work hours, including earlier, later, or additional hours, with reasonable notice provided when possible.

Applicants who live within 35 miles of either the Burlington, NC or Durham, NC location will follow a hybrid schedule. This schedule includes a minimum of three in-office days per week at an assigned location, either Burlington or Durham, supporting both collaboration and flexibility.

This role is accountable for the ongoing evolution, governance, and performance of Labcorp's AI assistant (DiNA) for employees and people managers. Acting as the PM, this role owns the experience, content, and skills roadmap that enablesour AI agent to effectively support HR inquiries, tasks, and moments that matter across the employee lifecycle.

The Manager / Senior Manager partners closely with HR COEs, People Services, HR Technology, Talent Acquisition, Corporate Communications, and the HR AI Tech leader to ensure the AI agent continually expands in capability, operates with accuracy and empathy, and demonstrably reduces manual work for HR teams. This role focuses specifically on the employee/manager-facing DiNA experience, not the full agentic AI ecosystem, while remaining tightly connected to the broader AI platform roadmap.

Responsibilities:

AI Agent Experience Ownership & Product Management

• Serve as the product manager for the DiNA assistant, leading ongoing development, feature enhancements, prioritization, and governance.

• Own the content and skills roadmap for DiNA, partnering with COEs (Benefits, Talent, Rewards, Employee Relations, People Services, etc.) to bring new topics and capabilities into the assistant.

• Manage day-to-day operations and intake for improvements, ensuring the backlog reflects business priorities.

• Maintain and refine DiNA's tone, behavior, accuracy, and inclusivity, especially for sensitive HR topics.

Cross-Functional Leadership & Partnership

• Act as the primary "bridge" between HR functional teams and the HR AI Tech leader, translating employee and manager needs into clear DiNA requirements.

• Coordinate closely with the HR AI Tech team to ensure DiNA roadmap items are aligned with the broader IBM platform roadmap, without duplicating technical ownership.

• Partner with HR Communications to ensure messaging, change management, and updates related to DiNA are effective and well-distributed.

Content, Conversation & Skill Development

• Oversee all conversation design, content updates, and new skill deployment within DiNA.

• Lead structured governance routines to ensure accuracy, compliance, and global alignment across all DiNA content.

• Work with COEs to ensure their expertise is embedded correctly and refreshed continually.

Performance, Insights & ROI

• Monitor DiNA's performance using dashboards, analytics, and sentiment insights to identify friction, where users "get stuck," and opportunities for improvement.

• Track ROI and effectiveness, ensuring DiNA reduces manual HR work, decreases ticket volume, and improves employee/leader satisfaction.

• Conduct ongoing testing, validation, and pilot execution for new skills or features.

Governance & Quality Control

• Maintain AI governance standards in partnership with Legal, Privacy, Compliance, and the HR AI Tech team.

• Serve as the decision point for what DiNA should answer autonomously versus what must be routed to a human expert.

• Ensure employee and manager experiences are high-quality, accessible, and aligned with global HR standards.

Minimum Qualifications:

• Bachelor's Degree.

• 8 or more years in HR, HR Operations, Employee Experience, or related fields with a strong understanding of employee lifecycle processes and HR COE practices.

• 3 or more years' experience with platforms like Workday, ServiceNow or WatsonX Orchestrate.

• 1 or more years' experience with conversation or content design.

Preferred Qualifications:

• 1 or more years' experience owning or managing chatbots or digital employee experience platforms.

Additional Job Standards:

• Experience managing cross-functional projects or product roadmaps.

• Excellent communication, prioritization, and stakeholder management skills.

• Experience in large, global organizations.

• Knowledge of HR Service Delivery systems.

• Conversation or content design experience.

• Comfort with agile methodologies.

Benefits: Employees regularly scheduled to work 20 or more hours per week are eligible for comprehensive benefits including: Medical, Dental, Vision, Life, STD/LTD, 401(k), Paid Time Off (PTO) or Flexible Time Off (FTO), Tuition Reimbursement and Employee Stock Purchase Plan. Employees regularly scheduled to work less than 20 hours, Casual, Intern, and Temporary employees are only eligible to participate in the 401(k) Plan. Employees who are regularly scheduled to work a 7 on/7 off schedule are eligible to receive all the foregoing benefits except PTO or FTO. For more detailed information, please click here.

Labcorp is proud to be an Equal Opportunity Employer:

Labcorp strives for inclusion and belonging in the workforce and does not tolerate harassment or discrimination of any kind. We make employment decisions based on the needs of our business and the qualifications and merit of the individual. Qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), family or parental status, marital, civil union or domestic partnership status, sexual orientation, gender identity, gender expression, personal appearance, age, veteran status, disability, genetic information, or any other legally protected characteristic. Additionally, all qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law.

We encourage all to apply

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