Lead AI roadmap execution across the Services and Support team
Identify and prioritize high-impact AI use cases aligned to Services and Support goals
Track and report adoption, efficiency, and ROI metrics
Coordinate AI initiatives across: Customer Support, Professional Services, TAM / CSM, Customer Operations
Serve as the Customer Office representative to the Proofpoint AI Business Council
Ensure alignment with enterprise AI governance, licensing, and publishing standards
Translate enterprise AI strategy into actionable Customer Office execution plans
Design and build Custom GPTs and AI workflows tailored to: Case summarization, Troubleshooting guidance, Smart routing & case deflection, Knowledge base generation, Services documentation automation, Executive reporting automation
Develop structured workflows and agentic use cases
Partner with IT on integrations (SharePoint, Teams, Outlook, GitHub, Jira, Salesforce, etc.)
Ensure appropriate RBAC, data security, and governance controls
Establish reusable AI frameworks that can scale cross functionally
Act as a primary liaison to the Proofpoint AI Business Council
Bring forward use cases, risks, and adoption metrics
Communicate governance updates, licensing changes, and publishing policies
Partner with IT Admins and AI Project Leads to ensure compliant GPT publishing
Track usage and ROI
Maintain governance alignment
Champion responsible AI adoption
Identify and enable Citizen Developers within Support & Services
Provide training, best practices, and AI office hours
Measure adoption and optimize based on usage data
Create documentation and playbooks for scalable AI deployment
Foster an innovation mindset while maintaining operational rigor

Requirements

5 years in Program Management, Technical Operations, Product Operations, or Services Enablement in a SaaS organization
Strong experience implementing automation, AI solutions, or workflow improvements
Experience driving cross-functional initiatives without direct authority
Experience operating in a customer-facing or services-driven environment
Experience with generative AI platforms (ChatGPT Enterprise, Copilot, APIs)
Familiarity with building custom GPTs, structured prompts, or workflow automation
Basic to intermediate scripting (Python or similar) preferred
Familiarity with SaaS tools: Jira, Confluence, Salesforce, GitHub, Service Cloud, etc.
Understanding of AI governance, data security, and enterprise compliance considerations

Benefits

Competitive compensation
Comprehensive benefits
Career success on your terms
Flexible work environment
Annual wellness and community outreach days
Always on recognition for your contributions
Global collaboration and networking opportunities

Applicant Tracking System Keywords

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

Hard Skills & Tools

AI solutionsworkflow improvementsgenerative AI platformsbuilding custom GPTsscriptingPythonautomationstructured promptsdata securityenterprise compliance

Soft Skills

program managementcross-functional initiativescustomer-facing experienceinnovation mindsetoperational rigortrainingbest practicescommunicationliaisonprioritization