Technical Program Manager Conversational AI & Digital Transformation Location: Miami, FL (Hybrid) Position Summary We are seeking a senior Technical Program Manager to lead planning, execution, and delivery across a complex portfolio of Conversational AI and Digital Transformation initiatives. This role requires a strategic operator with strong technical acumen who can drive alignment and accountability across multiple engineering, product, and business teams. This is not a traditional Project Manager role. The ideal candidate is a seasoned leader who can influence stakeholders, manage complex dependencies, and drive results across teams without direct reporting authority. Key Responsibilities
Lead end-to-end program planning, execution, and delivery across multiple technology and business teams.
Coordinate activities among Digital teams, channel owners, engineering organizations, and executive stakeholders.
Establish and maintain program governance, milestones, success metrics, and delivery accountability.
Identify, manage, and resolve cross-functional dependencies, risks, and blockers.
Drive escalation management and facilitate decision-making to maintain program momentum.
Partner closely with engineering leadership to ensure alignment between technical execution and business objectives.
Monitor program health, delivery progress, resource needs, and organizational readiness.
Facilitate communication across technical and non-technical stakeholders while maintaining transparency and accountability.
Build strong relationships across teams to drive execution in matrixed organizational environments.
Required Qualifications
10+ years of experience leading large-scale technology programs in enterprise environments.
Strong understanding of software development lifecycles, cloud technologies, APIs, integrations, and modern digital platforms.
Demonstrated success influencing teams and stakeholders without direct management authority.
Exceptional risk management, dependency management, and executive communication skills.
Ability to operate effectively in fast-paced, highly visible transformation programs.
Preferred Qualifications
Prior experience leading Conversational AI, contact center modernization, customer experience transformation, or omnichannel digital initiatives.
Experience working with enterprise digital platforms and customer engagement technologies.
Background in travel, hospitality, cruise, or related customer-centric industries.
Ability to rapidly ramp up and deliver measurable outcomes within aggressive timelines.
Success Profile The successful candidate is a highly experienced program leader who drives execution through influence, accountability, and collaboration. They are a strong operator who proactively manages complexity, challenges assumptions when necessary, and consistently delivers results across large, matrixed organizations.