Mudflap

Technical Program Manager – AI Initiatives, Adoption

Mudflap

full-time

Posted on:

Location Type: Hybrid

Location: Palo Alto • California • United States

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Salary

💰 $162,000 - $180,000 per year

About the role

  • Design, build, and maintain integrations between support platforms, internal systems, and AI tools to enable automation, intelligent routing, and AI-assisted resolution
  • Lead the implementation and adoption of AI-powered workflows that reduce manual effort for support agents and improve resolution speed and consistency
  • Partner closely with Product and Engineering to define technical requirements, data contracts, and system boundaries related to Customer Support operations
  • Ensure support data is reliable, well-structured, and accessible for reporting, analysis, and AI use cases
  • Monitor usage, performance, and outcomes of AI initiatives and iterate to improve effectiveness and user experience
  • Improve customer experience and agent efficiency through thoughtful system and workflow design, not just tool deployment
  • Communicate progress, results, and tradeoffs of AI and operational initiatives clearly to stakeholders and leadership

Requirements

  • Experience working in Customer Support Operations, Technical Operations or a similar systems-focused operational role
  • Strong technical foundation, including hands-on experience with APIs, webhooks, data integrations, and system-to-system workflows
  • Experience configuring or building integrations between support tools such as ticketing systems, chat platforms, CRMs, or internal services
  • Experience specifically working with Zendesk APIs, including building, maintaining, or troubleshooting custom integrations and data flows
  • Familiarity with AI applications in support environments, including chatbots, AI-assisted responses, summarization, classification, or knowledge retrieval
  • Strong understanding of AI technologies (for example: LLMs, NLP, ML pipelines) and their application in support and risk management
  • Demonstrated ability to debug, monitor, and maintain integrations and workflows in production environments
  • Strong data literacy, with experience working with operational metrics, logs, and event-based data
  • Proven ability to translate operational problems into technical requirements and implementation plans
  • High ownership mindset with the ability to operate independently across technical and non-technical domains in an ambiguous, fast-moving environment
Benefits
  • Competitive salary and equity in a high-growth startup
  • Multiple health benefit options
  • Responsible Time Off
  • 401(k) matching
  • Opportunities and support for major career growth
  • Annual Company offsite event (Mudfest!)
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
APIswebhooksdata integrationssystem-to-system workflowsZendesk APIsAI technologiesLLMsNLPML pipelinesdata literacy
Soft Skills
communicationproblem-solvingownership mindsetindependenceadaptabilitycollaborationanalytical thinkingattention to detailstakeholder managementuser experience focus