Senior Technical Program Manager, AI Experiences

New

SmartsheetAI software

You will work remotely from BulgariaFull-TimeSenior

SalaryThis role will be eligible for a market competitive incentive opportunity.

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Job Details

Have 2-4 years of program or product management experience on cross-functional programs spanning product, design, and engineering across multiple timezones.
Have experience working closely with UX and design and using research and customer feedback to shape decisions.
Be able to read a user journey and identify where it breaks.
Have working knowledge of customer-facing AI agent experiences, including conversational interfaces, agent handoff, context and memory, transparency, trust, and error recovery.
Have experience defining experience or product-quality metrics, including baselines, targets, instrumentation, and adoption or satisfaction measures.
Demonstrate the ability to lead across product, UX, engineering, and research without authority.
Have strong planning discipline in dependency mapping, risk tracking, and capacity awareness.
Have excellent written communication, particularly decision memos and executive reporting.
Be fluent in English.
Experience with design systems or pattern libraries across many teams is nice to have.
Familiarity with journey mapping, service blueprints, usability testing, or responsible AI for users is nice to have.
Experience with Jira, Confluence, Figma, and work-management tools at scale is nice to have.

Maintain end-to-end customer journeys across multiple AI features and assign an accountable owner for each journey.
Establish shared interaction patterns and behaviors with product and design teams.
Review upcoming features against agreed customer journeys and raise gaps before release.
Sequence product, UX, research, and engineering inputs, and run working sessions with owners and dated action items.
Define experience metrics, set baselines and targets, coordinate instrumentation, and report results.
Identify inconsistent behaviors across features and track alignment plans across teams.
Use customer feedback and usage data to prioritize continuity issues.
Translate journey requirements into component needs and coordinate sequencing and dependencies with the AI Platform program.
Write decision-first, outcome-first updates for leaders and project stakeholders.

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