Senior Strategic Technical Program Manager

Job Details

Job Description: Intel's Intelligent Support Solutions (ISS) organization is at the forefront of transforming global customer support through digital-first, AI-powered solutions. As part of Intel Customer Support, ISS designs and delivers platforms, intelligence, and automation that facilitate millions of customer interactions annually. Our mission is to build the future of support—proactive, predictive, efficient, and AI-driven—spanning virtual assistants, agent assist technologies, omnichannel modernization, automation frameworks, enterprise data foundations, and global operational excellence.

This is a unique opportunity to join the team defining Intel's next era of customer experience. We are seeking a Sr. Strategic Technical Program Manager to lead complex, cross-functional initiatives that accelerate Intel's transformation to AI-enabled, self-service-first customer experiences. This role requires a strategic, technical, and highly collaborative leader who thrives in large-scale program environments. You will shape strategy, drive execution, integrate emerging technologies, and deliver measurable business impact across Intel's global support ecosystem.

• Serve as a strategic advisor to program sponsors, shaping direction, scope, and success criteria for Intelligent Support initiatives.
• Define and execute program strategies aligned with Intel's enterprise digital transformation and customer experience goals.
• Lead cross-functional initiatives that deliver AI-powered operations, next-gen self-service capabilities, and unified support experiences.
• Partner with executive leadership to establish KPIs, ROI frameworks, and business impact models.
• Oversee deployment of AI, automation, and agentic technologies that increase efficiency, accuracy, and customer deflection.
• Collaborate with engineering, data science, IT, and product teams to optimize scalable support solutions and AI/ML use cases.
• Lead multi-workstream programs from concept through delivery, focusing on seamless execution and measurable outcomes.
• Manage SOWs, procurement, vendor relationships, and budgets with rigor and accountability.

• Excellent communication and stakeholder management skills.
• Strong leadership and strategic thinking abilities.
• Skills to thrive in collaborative, cross-functional environments.
• Proficiency in Agile methodologies and change management practices.
• Expertise in KPI development and program metrics.
• Problem-solving skills and adaptability to emerging technologies.

• Bachelor’s degree in engineering, computer science, business, or related field.
• 7+ years in technical program management or related strategic role.
• 2+ years in all the following:
  • Customer support or service operations.
  • AI and Automation implementation.
  • SDLC, Agile methodologies, and enterprise program frameworks.
  • KPI development, program metrics, and business impact measurement.

• Master’s degree in engineering, CS, MBA, or related field.
• 10+ years in technical program management or related strategic role.
• 5+ years of experience in:
  • Experience managing vendors, SOWs, procurement, and budget processes.
  • Implementing AI powered support systems, conversational AI or agentic automation at scale.
  • Customer support or service operations.
  • AI and Automation implementation.
  • Background in contact center operations, warranty systems, returns processing, or reverse logistics.
  • Knowledge of warranty automation, product lifecycle, defect analysis, and supply chain integration.
  • Customer service KPIs and operational efficiency metrics.
  • Large tech organizations or fast growth SaaS environments.
  • PMP, PgMP, SAFe, or Scrum certification.
  • Organizational change management.
  • Data analytics, BI tools, and customer insights platforms.
  • Skills to lead global programs; proficiency in English and Mandarin.

Experienced Hire

Shift 1 (United States of America)

US, California, Santa Clara

US, Arizona, Phoenix, US, California, Folsom, US, Oregon, Hillsboro

The Sales and Marketing Group (SMG) leverages the product portfolio to drive Intel's revenue growth and market expansion, blending strategic initiatives with dynamic sales efforts to capture and retain customers. SMG is responsible for empowering the sales force with tools and insights needed to close deals and build lasting customer relationships. Sales analytics and market research ensure strategies are both targeted and impactful.

In SMG, disciplined execution, creativity, and ambition are celebrated, providing ample opportunities for career advancement and skill development.

All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, sex, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender…