AI Operations Program Manager, Benefits

About This RoleAI processing…

Key Responsibilities

• 1
  Own intake and triage: Run the AI-powered intake system that classifies, routes, and prepares incoming work. Determine the right path for each request and improve the system over time.
• 2
  Run pilot governance: Ensure every pilot follows a clear structure with defined success metrics, checkpoints, and outputs. Use AI-driven workflows to manage execution and produce recommendations to scale, iterate, or stop.
• 3
  Raise design quality: Pressure-test hypotheses, refine success criteria, and hold Pilot Leads accountable to standards. Improve the quality of work across the system without taking ownership away from teams.
• 4
  Build and improve the system: Extend the existing agent and automation architecture across the Labs lifecycle, including intake routing, workflow execution, evidence synthesis, and readout generation. Increase speed, scope, and reliability over time.
• 5
  Solve systemic problems: Identify inefficiencies in how operational change moves through the organization and convert repeatable problems into scalable, AI-powered workflows.
• 6
  Drive decision-making: Develop analytical approaches and produce clear, evidence-based narratives that align stakeholders across product and CX and influence leadership decisions.
• 7
  Lead cross-functional work: Own coordination across product, engineering, operations, enablement, and business partners. Manage complexity, align stakeholders, and deliver measurable outcomes.
• 8
  Create clarity in ambiguity: Lead discussions on complex operational and product topics, helping teams converge on decisions and next steps.
• 9
  Produce leadership-ready outputs: Deliver structured readouts, post-mortems, and recommendations using AI to generate and validate evidence efficiently.
• 10
  Shape the future of Labs: Use what you build and learn to inform the long-term operating model, team structure, and investment strategy for Benefits Labs.
• 11
  Raise the bar for others: Coach Pilot Leads and BizOps partners on AI-powered ways of working and hold a high standard for execution quality.

Requirements

• Proven ownership: You’ve owned outcomes across complex, cross-functional work and consistently delivered results end-to-end.
• AI-native builder (core requirement): You don’t just use AI tools. You build with them. You’ve designed and deployed AI agents, automations, or workflows that execute multi-step work, and you’ve measured the leverage created. This is required for success in this role.
• Systems thinker: You identify root causes at the process level and build solutions that scale. You improve how teams operate, not just your own output.
• Strong data fluency: You can structure problems, define success metrics, and turn data into clear, decision-driving narratives.
• Operator + coach: You raise the quality of work around you through direct feedback, clear standards, and accountability.
• Cross-functional leader: You’ve led initiatives across product, engineering, and operations and can drive alignment without direct authority.
• Comfort with ambiguity: You create structure where none exists and move work forward without perfect information.

Perks & Benefits