Program Manager, AI Chatbot

We are seeking an innovative and results-driven Program Manager, AI Chatbot to lead the strategy, development, implementation, and ongoing optimization of our AI chatbot systems, Zendesk systems and other 3rd party support tools. In this role, you will collaborate with cross-functional teams to ensure our chatbot solutions and support systems deliver exceptional user experiences, streamline customer interactions, and align with our business goals. 

The ideal candidate will have a strong technical background, a passion for AI technologies, and proven experience integrating chatbot solutions with customer support platforms like Zendesk to drive efficiency and elevate the customer experience. 

What You’ll Do:

• Define the vision, strategy, and roadmap for AI chatbot solutions to support business objectives and enhance customer satisfaction
• Evaluate and recommend cutting-edge AI technologies and platforms to improve chatbot performance and functionality
• Oversee the end-to-end lifecycle of chatbot projects, including planning, development, testing, deployment, and maintenance
• Ensure timely delivery of chatbot initiatives by managing project timelines, budgets, and resources
• Collaborate with stakeholders to define project requirements, success metrics, and KPIs
• Lead the integration of chatbot solutions with Zendesk, ensuring seamless synchronization with ticketing systems, customer data, and workflows
• Optimize chatbot functionality to route tickets, escalate issues, and provide self-service options within Zendesk. 
• Monitor and analyze the chatbot's impact on Zendesk operations, identifying areas to improve efficiency and user experience
• Work closely with engineering, data science, UX design, customer support, and marketing teams to create a cohesive chatbot strategy
• Monitor and analyze chatbot performance metrics, user feedback, and conversational data to identify areas for improvement

What You'll Bring:

• 5+ years of experience in program or product management, preferably with a focus on AI, chatbot, or conversational platforms
• Proven experience integrating chatbot solutions with customer support platforms like Zendesk
• Strong understanding of AI, machine learning, and natural language processing (NLP) technologies
• Familiarity with chatbot development frameworks (e.g., Dialog flow, Microsoft Bot Framework, Rasa) and integration tools
• Expertise in integrating chatbot solutions with Zendesk, including ticketing systems, customer data synchronization, and workflow automation
• Excellent project management skills with experience using tools such as Jira, Trello, or Asana
• Data-driven mindset with the ability to analyze metrics and make informed decisions
• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field (Master’s preferred) or related experience

At this time, Tapcheck does not provide sponsorship for employment-based visas (e.g., H-b, L-1, TN, etc.). Therefore, candidates must already possess the right to work in the United States without the need for employment-based visa sponsorship now or in the future. 

This is a remote-friendly role. Ideally, candidates will sit in the following states: AL, AZ, CA, CO, DC, DE, FL, GA, ID, IL, LA, MA, MI, MO, NC, NH, NJ, NV, NY, PA, OR, OH, RI, SC, TX, VA, WA, WI

About Tapcheck:

Tapcheck is a digital platform offering an easy and convenient way to access on-demand earnings early. Available at no cost to employers, our app-based on-demand pay solution helps relieve the financial stress that many employees experience on a daily basis.

The Tapcheck team is passionate about our mission to improve financial wellness and boost business productivity. By giving workers the ability to transfer wages they’ve earned directly to their bank account or pay card without waiting for payday, Tapcheck eliminates the need for high-interest payday loans or employer-funded cash advances.

How We Get Things Done:

Our core values act as a steadfast guide, directing our decisions and anchoring our actions. We consider these values non-negotiable, especially when it comes to our hiring process.

• Humility: We believe in the power of humility. We value team players who are down-to-earth, respectful, and open to learning from others. Our employees approach challenges with a positive attitude, acknowledging their strengths and weaknesses while celebrating the achievements of their colleagues.
• Grit: We admire individuals with grit – those who demonstrate unwavering determination and resilience in the face of obstacles. At Tapcheck, we take pride in overcoming challenges together, pushing the boundaries of what is possible, and embracing failure as an opportunity for growth.
• Raising the Bar: Continuous improvement is at the heart of our culture. We are committed to setting high standards and pushing ourselves to exceed them. We seek employees who are innovative and strive for excellence, constantly seeking ways to enhance our products, services, and processes.
• Striving for Growth: We foster an environment that encourages personal and professional development. Our employees are driven to learn, grow, and adapt to new circumstances. We support individuals who take initiative, seek out new challenges, and actively contribute to their own growth and the growth of the company.

Why Join Tapcheck?

• Flexible Paid Time Off
• Health Insurance
• Dental Insurance
• Vision Insurance
• 401K Match

Compensation: $120,000 base + bonus. The actual base salary will depend on numerous factors such as: location, experience, training, knowledge. and skills. Tapcheck reserves the right to amend, change, alter, and revise pay ranges and benefits offerings at any time. All applicants acknowledge that by applying to this position you understand that this specific pay range is contingent upon meeting the qualifications and requirements of the role, and for the successful completion of the interview selection and process. It is at the Company's discretion to determine what pay is provided to a candidate within the range associated with the role. 

Equal Employment Opportunity Policy

Tapcheck, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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