Technical Program Manager, Forward Deployed Engineering - Applied AI

Description

The Applied AI Forward Deployed Engineering team works with the company's most strategic customers to shape how enterprises use AI. The team finds high-value opportunities, speeds up business results, and builds reusable AI-native solutions for the Now AI Platform.

The team embeds with customers in their real-world environments, delivers quickly, iterates deliberately, and turns each win into a pattern other teams can reuse across the Now Platform and wider enterprise.

Enterprise leaders want measurable results from AI, not experiments. The teams that move fast, deliver clear value, and turn one-off wins into repeatable success will lead adoption.

This technical program manager role sits on the front line of customer transformation. You will support the cross-functional Forward Deployed Engineering teams in building and delivering scalable AI solutions for customers' most critical challenges, bringing a proactive, strategic view, managing customer relationships, and driving execution from concept through build, delivery, and completion.

The work moves quickly. You will help the team accelerate time to value for key strategic customers.

Responsibilities

• Partner with software engineers, product managers, product designers, and customers to build intelligent systems that solve critical problems with AI.
• Work directly with customers to co-create AI solutions suited to their needs, serving as their first point of contact or escalation path.
• Build trusted relationships with internal and external technology leaders to keep builds focused on strategic goals and delivery on track, including supporting resources and holding them accountable for their build duties.
• Lead large, cross-functional, high-visibility AI software builds on compressed timelines.
• Break complex, unclear problems into prioritized milestones, deliverables, and success criteria, and turn business goals into tactical and strategic execution plans.
• Find and clear obstacles that slow builds or block their goals, particularly in AI and ML deployment.
• Manage risks and dependencies, escalate blockers, and handle releases and the AI release requirements.
• Improve processes and write documentation that spreads best practices, using automation for routine operational work.
• Run day-to-day coordination needed to deliver a strong solution on schedule, and keep everyone informed through reports, dashboards, and status updates.
• Actively ask for and act on constructive feedback, and give feedback to colleagues to support an open, collaborative culture.

Requirements

• You solve problems creatively and thrive in complex, fast-moving settings. You think analytically without losing sight of the bigger picture, and you put the customer first while managing software development lifecycle work. You care about AI and scaling new ideas, you turn ambiguity into clear direction, and you have run projects and programs end to end yourself.
• You have 10+ years of project or program management experience at mid-size or large software companies.
• You understand SDLC and release management well, ideally in cloud-based SaaS product organizations.
• You have delivered AI or intelligent workflow solutions at scale and have a record of deploying AI that produced real customer impact.
• You know AI governance, compliance, and enterprise security practices.
• Occasional travel is required.
• Preferred: You can plan programs, build and manage schedules, assess and mitigate risk, manage dependencies and change, and use predictive metrics for AI and ML work.
• Preferred: You communicate clearly about changes, requests, deadlines, risks, status, and decisions to many audiences, including executives.
• Preferred: You enjoy working with people in technical, innovative settings and get along with many personality types across functions.
• Preferred: You lead and motivate without formal authority and are skilled at bringing people together.
• Preferred: You facilitate build events well, care about quality, push continuous improvement across the organization, and keep the big picture in view.
• Preferred: You have deployed AI to production and can spot waste and delays across AI development, deployment, and release.
• Preferred: You build and manage teams well, including interpersonal skills, conflict resolution, and negotiation.
• Preferred: You have worked on integrating AI into work processes, decision-making, or problem-solving, or have thought critically about how to do it.

Conditions

Work persona (flexible, remote, or required in office) is assigned based on the nature of the role and your work location.

The company may measure the distance between your home and the nearest office with a third-party service to confirm eligibility for a work persona.