Manager - Customer Interaction Suite

London Source: WhatJobs

See advert for pay

Overview

In this role you drive end-to-end delivery of customer onboarding, technical projects, and AI-powered solutions. You bridge business requirements with technical implementation across customer, engineering, product, and operations teams. You will lead AI initiatives, including Agentic and Voice AI, focusing on planning, governance, risk management, and continuous improvement. You’ll work to ensure solutions meet business outcomes while delivering on time, within budget, and with high quality.

Responsibilities

Manage initiation, planning, execution, monitoring, and closure of projects using standard methodologies
Develop project plans with milestones, dependencies, and resources; track scope, timeline, budget, and quality
Provide regular status updates to customers and leadership; manage risks and issues with mitigation plans
Lead cross-functional meetings with customers, partners, vendors, and internal teams
Translate customer requirements into actionable implementation plans and drive delivery improvements
Collaborate with Product, Engineering, Solution Architects, and Operations on feasibility and approaches
Oversee delivery activities involving APIs, authentication, networking, cloud services, integrations, and workflow automation
Troubleshoot, escalate, and resolve issues during implementation and operation
Lead end-to-end AI program delivery (Agentic AI, Voice AI) from discovery through deployment and optimization
Define AI solution design activities including workflow, intents, multilingual support, and NLP training
Coordinate development and deployment of AI solutions using RAG, orchestration frameworks, LLMs, and external integrations
Define prompting strategies, evaluation criteria, testing frameworks, and AI QA practices
Establish AI quality metrics for accuracy, latency, adoption, and business impact
Monitor AI performance post-deployment and drive continuous improvements
Define AI acceptance criteria and evaluation frameworks including safety and user satisfaction

Key requirements

Program management experience across customer, engineering, product, and operations
Experience delivering AI or AI-powered projects
Ability to manage technical delivery: APIs, cloud services, integrations, workflow automation
Strong stakeholder management and customer interaction skills
Familiarity with AI concepts such as prompts, prompting strategies, LLMs, NLP, RAG, and orchestration
Knowledge of quality assurance, testing, and governance for AI deployments