Senior Program Manager – AI Self-Service, Partner Knowledge Transformation

This is a fully remote position, open to applicants in California, +2 more states.

📋 Description

• Spearhead the transformation of the Worldwide Partner Services operating model.

• Review, organize, and compile Channel Partner Services documentation, policies, and operational workflows into a cohesive knowledge base.

• Design AI-driven self-service functionalities for partner program requirements, service enablement, and operational support.

• Utilize approved AI tools to develop partner-facing solutions, such as virtual PSM FAQs, automated PIP/remediation creation, CSAT sentiment analysis, and on-demand QBR slide generation.

• Diagram partner journeys and convert business needs into automated Asana workflows.

• Implement API interfaces to automate certificates, letters of authorization, and transitions in partner status.

• Create Tableau visualizations powered by Salesforce reporting for compliance dashboards, partner scorecards, and account health metrics.

• Standardize and enhance global PMO governance.

• Conduct gap analysis and root-cause analysis on operational friction points.

• Provide guidance to Channel Operations, Product, Engineering, IT, Data Analytics, and Executive Leadership.

• Report directly to the Director, Worldwide Partner Program, Services.

⛳️ Requirements

• Over 5 years of direct experience in Channel Operations, Partner Services, Partner Enablement, or Channel Program Management.

• Comprehensive understanding of channel business models, partner tiers, and global support structures.

• More than 8 years of experience leading intricate, cross-functional program management or business process engineering projects.

• Practical knowledge of Generative AI tools such as Gemini, NotebookLM, and LLMs.

• Advanced skills in Asana, including automated workflow triggers and API integrations.

• Proven experience in creating Tableau dashboards and conducting advanced Salesforce (SFDC) reporting.

• High level of proficiency in Google Workspace and Microsoft Office Suite.

• Outstanding written and verbal communication abilities.

• BA/BS in Business Analytics, Computer Science, Information Systems, or an equivalent background.

• Experience in Cybersecurity, SaaS, Enterprise Software, or IT Channel ecosystems is preferred.

• PMP, PgMP, CBAP, or Lean Six Sigma certifications are preferred.

• Willingness to travel globally up to 25%.

• Must not require immigration sponsorship; this position is not eligible for work visa sponsorship.

🏝️ Benefits

• Remote work flexibility.

• Opportunity to collaborate with hybrid teams across different locations.

• Possible inclusion of restricted stock units.

• Potential for a bonus.

• Comprehensive employee benefits package.

• Reasonable accommodations available for qualified individuals with disabilities or special needs.