Program Manager - Contact Centre AI Initiatives

12-month contact Technical Program Manager contract role delivering AI call centre capabilities for a global enterprise organization

• Digital Program Manager role with a global organization.
• Call centre transformation work focused on AI initiatives.
• Hybrid work available in Vancouver, 4 days a week onsite.

What & Why

Due to investment in AI our client is looking to add a Digital Program Manager to their Guest Support team. In this role you’ll lead the design and implementation of a quality excellence program within its guest support organization. This role owns the transition from a manual, fragmented quality scoring process to a fully automated reporting model, with direct implications for performance measurement, compensation, and compliance. The successful candidate will operate across a broad stakeholder group including directors, senior leadership, legal, and operations teams, and will spend the majority of their tim...