Senior Program Manager

Job Description

This role is for one of the Weekday's clients

Min Experience: 4 years

Location: Remote (India)

JobType: full-time

The Senior Program Manager is a pivotal contributor to advancing the execution and efficiency of AI and automation programs within the Revenue Operations team. This position involves supporting, and potentially leading, projects that enhance AI applications, automate workflows, and improve system functionalities. You will play a crucial role in scaling daily operations by minimizing manual tasks, enhancing internal tools, and fostering process excellence.

Requirements

Responsibilities
AI & Automation Execution & Workflow Optimization

• Drive the deployment of AI-driven tools and workflows aimed at automating repetitive activities and elevating the support experience across multiple channels such as chat, ticketing systems, and store reviews.
• Collaborate closely with engineering teams to prioritize and ensure timely completion of key deliverables.
• Continuously evaluate and implement new AI innovations that improve internal processes and customer experiences.
• Conduct testing, documentation, and refinement of automation workflows based on internal feedback and performance metrics.

Customer Journey Optimization

• Automate onboarding procedures for B2B, academic, and enterprise clients.
• Support both pre-sale and post-sale phases by designing intelligent outreach strategies utilizing automated touchpoints.
• Enhance coordination among sales, customer success, and business development teams by enabling seamless handoffs and integrated workflows.

Revenue Enablement & Retention Automation Strategy

• Partner with product and engineering teams to design and refine intelligent cancellation flows that decrease churn at decision points.
• Implement usage-based engagement campaigns aimed at boosting conversions from free to paid users.
• Create AI-driven reactivation triggers to address periods of user inactivity or decreased usage.
• Utilize AI-derived product tracking signals, such as domain clustering and feature engagement analytics, to aid Sales in identifying institutional expansion opportunities.

Systems & Tool Management

• Oversee and troubleshoot critical systems used by internal teams, including ticketing platforms, workflow and task management tools, and CRM systems.
• Provide support with user setups, permissions, and updates to ensure tools remain reliable and aligned with team requirements and business goals.
• Perform regular audits and tests of workflows to detect and resolve inefficiencies or obstacles.
• Manage timelines, follow-ups, and deliverables associated with automation initiatives.
• Offer post-implementation assistance and training to internal stakeholders.

Reporting & Insight Support

• Establish and monitor OKRs related to automation, operational performance, customer satisfaction (CSAT), efficiency metrics such as ticket resolution time and deflection rates, and revenue outcomes like retention and expansion.
• Develop dashboards and reports that showcase the impact of AI projects and provide strategic insights for Product, Customer Success, and Revenue Operations teams.
• Support Revenue Operations by extracting customer insights and identifying trends from operational data.

Documentation & Enablement

• Work collaboratively with the Community and Content team to keep process documentation, tool guides, and standard operating procedures for automated workflows and internal systems up to date.
• Assist the Community and Content team in onboarding and enabling internal users by providing how-to guides, FAQs, and concise training resources.
• Ensure key workflows are thoroughly documented and easily accessible across teams to promote consistency and transparency.

Qualifications

• 3-5+ years of experience managing AI automation across various platforms (such as Intercom, Zendesk, Salesforce, Monday.com CRMs, Notion, Asana, and Figma) within SaaS companies; experience in EdTech or consumer applications is a plus.
• Proficiency with no-code automation tools like n8n or Zapier.
• Strong program management capabilities with a track record of collaborating cross-functionally across Product, Engineering, Marketing, Sales, Business Development, and Customer Success teams.
• Comfortable operating within feedback-driven, ambiguous, and fast-paced environments.
• Excellent organizational and communication skills.
• Familiarity with dashboarding tools like Amplitude and skills in report generation.

Benefits & Perks

• Competitive salary and annual bonus structure
• Comprehensive medical insurance coverage
• Life and accidental injury insurance
• Vacation and various leave options including menstrual, flexible, special leaves, and more
• Opportunities for professional growth via educational reimbursements and workshops
• Maternity and parental leave benefits
• Flexible hybrid and remote work model with adaptable working hours
• On-site and virtual company events hosted throughout the year
• Tech and work-from-home stipends as well as new hire allowances
• Employee referral program