AI Program Development Manager

Qualifications

• 5+ years in Program Management, Technical Operations, Product Operations, or Services Enablement in a SaaS environment

• Proven track record in implementing automation, AI solutions, or enhancing workflow efficiency

• Ability to drive cross-functional initiatives without direct authority

• Experience in customer-facing or services-driven roles

• Experience with generative AI platforms (like ChatGPT Enterprise, Copilot, APIs)

• Familiarity with building custom GPTs and workflow automation

• Basic to intermediate scripting skills (Python or similar)

• Proficiency with SaaS applications: Jira, Confluence, Salesforce, GitHub, Service Cloud, etc

• Understanding of AI governance, data security, and enterprise compliance requirements

• Exceptional executive communication abilities

• Capacity to influence senior stakeholders

• Ability to operate at both strategic and operational levels

• Strong organizational and change management capabilities

• Data-driven perspective focused on measurable outcomes

• 11 more items(s)

Benefits

• Scale service delivery without proportional headcount growth

• We offer a tightly-knit community built upon comprehensive compensation and benefits

• Attractive salary

• Extensive benefits

• Options for career development tailored to your aspirations

• Flexible working arrangements

• Paid wellness and community outreach days annually

• Continuous recognition for your contributions

• Global networking and collaboration opportunities

• Our compensation varies based on multiple U.S. geographic markets and reflects individual knowledge, skills, and experience

• This role may qualify for variable compensation and/or equity

• Our benefits package includes flexible time off and paid Wellbeing and Volunteer Days, as well as a three-week Work from Anywhere option

• 9 more items(s)

Responsibilities

• Responsive to feedback, challenges, and opportunities

• Accountable for results and excellence

• Visionary in our problem-solving

• Exceptional in execution and impact

• We are in search of a strategic and hands-on AI Program Development Manager to spearhead AI initiatives, with a primary focus on Services and Support

• Acting as the primary liaison to the Proofpoint AI Business Council

• Driving AI development and implementation within Support & Services

• Coordinating across Support, Professional Services, TAM, CSM, and Customer Operations

• This hybrid leadership and builder role is pivotal in delivering measurable business impact while ensuring alignment with enterprise AI governance, Project Horizon priorities, and our commitment to responsible AI standards

• AI Strategy & Program Leadership

• Lead AI roadmap execution across the Services and Support teams

• Identify and prioritize high-impact AI use cases in line with Service and Support objectives

• Track and report on adoption, efficiency, and ROI metrics

• Coordinate AI initiatives across key areas, including Customer Support and Professional Services

• Represent the Customer Office in the Proofpoint AI Business Council

• Ensure adherence to enterprise AI governance and publishing standards

• Translate enterprise AI strategies into actionable plans for the Customer Office

• AI Development (Services & Support)

• Design and develop Custom GPTs and AI workflows for case summarization, troubleshooting guidance, smart routing, knowledge base generation, and more

• Partner with IT on system integrations (such as SharePoint, Teams, Outlook, GitHub, Jira, and Salesforce)

• Ensure robust data security, governance, and role-based access controls

• Create scalable, reusable AI frameworks that support cross-functional initiatives

• Governance & Liaison to AI Business Council

• Act as a key contact for the Proofpoint AI Business Council

• Report on use cases, risks, and adoption metrics

• Communicate updates on governance, licensing changes, and publishing policies

• Collaborate with IT Admins and AI Project Leads to ensure compliant GPT publishing

• Monitor usage and ROI to maintain governance alignment

• Promote responsible AI adoption across the organization

• Adoption & Change Enablement

• Identify and support Citizen Developers within Support & Services

• Provide training, resources, and best practices related to AI

• Measure adoption and refine approaches based on usage data

• Create comprehensive documentation and playbooks for AI deployment

• Encourage an innovative mindset while ensuring operational integrity

• Enhance customer satisfaction

• Boost operational efficiency

• Reduce case volume and resolution times

• Empower engineers with AI-enhanced workflows

• This role is essential in ensuring that AI is thoughtfully, securely, and effectively implemented, creating tangible business value across our Customer Office

• 37 more items(s)

More job highlights

Job description

About Us:

Proofpoint is a leading global provider of human- and agent-centric cybersecurity solutions.

We safeguard how individuals, data, and AI agents interact across email, cloud, and collaboration tools.

Trusted by over 80 of the Fortune 100, 10,000 large enterprises, and millions of smaller organizations, Proofpoint is dedicated to stopping threats, preventing data loss, and enhancing resili...ence across human and AI workflows.

Our mission is clear: to protect the digital landscape and empower individuals to work securely and confidently.

Join us as we strive to defend data and safeguard people.

How We Work:

At Proofpoint, you will be part of a global team that challenges convention to transform cybersecurity, guided by our BRAVE core values:

• Bold in our innovation and dreams

• Responsive to feedback, challenges, and opportunities

• Accountable for results and excellence

• Visionary in our problem-solving

• Exceptional in execution and impact

Role Overview

We are in search of a strategic and hands-on AI Program Development Manager to spearhead AI initiatives, with a primary focus on Services and Support.

This role encompasses:

• Acting as the primary liaison to the Proofpoint AI Business Council

• Driving AI development and implementation within Support & Services

• Coordinating across Support, Professional Services, TAM, CSM, and Customer Operations

This hybrid leadership and builder role is pivotal in delivering measurable business impact while ensuring alignment with enterprise AI governance, Project Horizon priorities, and our commitment to responsible AI standards.

Key Responsibilities

• AI Strategy & Program Leadership

• Lead AI roadmap execution across the Services and Support teams

• Identify and prioritize high-impact AI use cases in line with Service and Support objectives

• Track and report on adoption, efficiency, and ROI metrics

• Coordinate AI initiatives across key areas, including Customer Support and Professional Services

• Represent the Customer Office in the Proofpoint AI Business Council

• Ensure adherence to enterprise AI governance and publishing standards

• Translate enterprise AI strategies into actionable plans for the Customer Office

• AI Development (Services & Support)

• Design and develop Custom GPTs and AI workflows for case summarization, troubleshooting guidance, smart routing, knowledge base generation, and more

• Partner with IT on system integrations (such as SharePoint, Teams, Outlook, GitHub, Jira, and Salesforce)

• Ensure robust data security, governance, and role-based access controls

• Create scalable, reusable AI frameworks that support cross-functional initiatives

• Governance & Liaison to AI Business Council

• Act as a key contact for the Proofpoint AI Business Council

• Report on use cases, risks, and adoption metrics

• Communicate updates on governance, licensing changes, and publishing policies

• Collaborate with IT Admins and AI Project Leads to ensure compliant GPT publishing

• Monitor usage and ROI to maintain governance alignment

• Promote responsible AI adoption across the organization

• Adoption & Change Enablement

• Identify and support Citizen Developers within Support & Services

• Provide training, resources, and best practices related to AI

• Measure adoption and refine approaches based on usage data

• Create comprehensive documentation and playbooks for AI deployment

• Encourage an innovative mindset while ensuring operational integrity

Qualifications

Experience:

• 5+ years in Program Management, Technical Operations, Product Operations, or Services Enablement in a SaaS environment

• Proven track record in implementing automation, AI solutions, or enhancing workflow efficiency

• Ability to drive cross-functional initiatives without direct authority

• Experience in customer-facing or services-driven roles

Technical Skills:

• Experience with generative AI platforms (like ChatGPT Enterprise, Copilot, APIs)

• Familiarity with building custom GPTs and workflow automation

• Basic to intermediate scripting skills (Python or similar)

• Proficiency with SaaS applications: Jira, Confluence, Salesforce, GitHub, Service Cloud, etc.

• Understanding of AI governance, data security, and enterprise compliance requirements

Leadership Skills:

• Exceptional executive communication abilities

• Capacity to influence senior stakeholders

• Ability to operate at both strategic and operational levels

• Strong organizational and change management capabilities

• Data-driven perspective focused on measurable outcomes

Why This Role Matters

As Proofpoint expands AI adoption across the enterprise, the Customer Office will leverage AI to:

• Enhance customer satisfaction

• Boost operational efficiency

• Scale service delivery without proportional headcount growth

• Reduce case volume and resolution times

• Empower engineers with AI-enhanced workflows

This role is essential in ensuring that AI is thoughtfully, securely, and effectively implemented, creating tangible business value across our Customer Office.

Why Proofpoint?

We offer a tightly-knit community built upon comprehensive compensation and benefits.

Reasons to join us include:

• Attractive salary

• Extensive benefits

• Options for career development tailored to your aspirations

• Flexible working arrangements

• Paid wellness and community outreach days annually

• Continuous recognition for your contributions

• Global networking and collaboration opportunities

Our Culture:

At Proofpoint, our culture encourages inclusivity, purposeful engagement, and success for all.

We invite applications from diverse backgrounds and experiences.

If accommodations are needed during the application or interview process, please reach out.

How to Apply:

If you're interested, we encourage you to submit your application along with any relevant information - we look forward to hearing from you!

Consistent with Proofpoint values and in accordance with applicable law, we provide pay transparency and equity information.

Our compensation varies based on multiple U.S. geographic markets and reflects individual knowledge, skills, and experience.

The actual offer may vary.

This role may qualify for variable compensation and/or equity.

Our benefits package includes flexible time off and paid Wellbeing and Volunteer Days, as well as a three-week Work from Anywhere option.

Base Pay Ranges:

San Francisco Bay Area, New York City Metro Area:

Base Pay Range: 166,500.00 - 244,200.00 USD

All other applicable U.S. locations:

Base Pay Range: 124,100.00 - 199,760.00 USD

Proofpoint has received multiple Best Places to Work Awards in 2024 by Comparably, including recognitions for Best Company Career Growth, Best Company Outlook, Best Global Culture, Best Engineering Teams, Best Sales Teams, and Best HR Teams.

We stand as leaders in human-centric cybersecurity, protecting over half a million customers, including 87 of the Fortune 100.

Join us in our journey to defend against bad actors and secure the digital world.

Our BRAVE Values:

At Proofpoint, we embody BRAVE in all our endeavors; our values shape our collaboration and growth.

We seek out individuals who are bold enough to challenge conventions, responsive to evolving demands, and accountable for impactful results.

We value visionaries who anticipate future challenges and drive cybersecurity innovation, celebrating exceptional execution as we work to protect data and individuals alike.

Proofpoint is an equal opportunity employer.

We hire without regard to race, religion, color, national origin, gender, sexual orientation, marital status, veteran status, or disability.

Discover a community of supporters and allies at Proofpoint.

We strive to ensure that work is rewarding, surrounded by those who inspire and motivate.

Through social circles, sponsored networks, and collaborative opportunities, we encourage you to connect, build your network, and thrive together.

This role is not just a job; it encompasses a mission to uphold people's safety and protect data in an ever-changing world.

We are shaping the future of human-centric cybersecurity, and that future includes everyone.

Take ownership, innovate rapidly, and collaborate, because that is essential to staying ahead.

Together, we succeed.

Be empowered to reach your fullest potential through challenges and personalized support designed with you in mind.

Whether you're on a leadership trajectory or enhancing your unique contributions, we are committed to helping you achieve your goals.

Proofpoint is an equal opportunity employer.

We hire without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status, or disability.

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