Technical Program Manager - Voice AI (Offshore)

Opportunity

As a Technical Program Manager at Thoughtful AI, you'll be at the forefront of optimizing our offshore operations, driving transformative impact through our leading AI Agent voice product. You will leverage your expertise in data analysis, customer discovery, and project management to deeply understand operational challenges in offshore voice calls, crafting aggressive and high-impact roadmaps that prioritize cost efficiencies and amplify business value in this critical area.

In this role, you'll operate with the agility of a small, empowered team and the resources to turn strategic visions into tangible results. You’ll collaborate closely with cross-functional teams of engineers, product managers, and operations leads to ensure our AI Agent voice product handles the workload typically performed by an offshore team, reducing costs while enhancing efficiency and patient outcomes in healthcare settings. This position may involve heavy travel to India to support offshore partnerships and operations.

As a domain expert, you’ll own the execution for offshore voice call handling with our AI Agent voice product, focusing on a specific cost reduction target. Your technical and strategic skills will enable you to lead initiatives that deliver meaningful wins in a highly impactful area of the business, helping healthcare clients achieve unprecedented operational savings and performance.

Learn more about our Warrior culture.

Key Responsibilities

• Lead Problem Discovery: Deeply investigate and define challenges in offshore voice call operations, gathering insights from data and stakeholders to inform the strategic deployment of our AI Agent voice product.
• Drive Data-Driven Decision Making: Utilize data analysis and operational research to prioritize features and improvements for voice call handling, ensuring roadmap decisions align with cost reduction targets and business objectives.
• Exemplify Impeccable Project Management: Oversee seamless execution of offshore initiatives through detailed planning, clear communication, and proactive issue resolution, delivering high-impact projects on time while managing travel to India as needed.
• Serve as the Voice of Truth: Act as a trusted advisor to stakeholders, transparently sharing insights on technical limitations, offshore challenges, or opportunities related to voice call operations.
• Evaluate Business Impact: Assess how various technical approaches affect cost outcomes in offshore voice calls, using data to prioritize roadmaps that support targeted reductions and overall business goals.
• Optimize Discovery and Delivery Processes: Collaborate on creating efficient processes and playbooks for offshore voice call management, streamlining problem discovery and roadmap planning for scalable, high-quality implementations.
• Inform Product Design with Data Insights: Work with product and engineering teams, incorporating findings from offshore operations and customer discovery to refine the AI Agent voice product for emerging needs in voice call handling.
• Lead Cross-Functional Collaboration: Guide and mentor cross-functional teams, including program managers, engineers, and offshore partners, to ensure aligned exploration and execution of voice call initiatives.

Minimum Qualifications

• Bachelor’s Degree in Computer Science, Math, or related discipline required, or eight years of equivalent work experience.
• 5+ years of experience in program management, ideally with a focus on data science, machine learning / AI, voice technologies, or related fields.
• Experience in external customer-facing or offshore operational environments is essential.
• The ability to think creatively to solve problems with a straightforward approach.
• Exceptional written and verbal communication skills with a talent for the precise articulation of hypotheses and outcomes.
• Ruthless prioritization skills.
• An entrepreneurial mindset and determination to do whatever it takes to achieve your mission, including willingness to travel heavily to India.

Preferred Qualifications

• Having worked in high-stakes projects with executive visibility and scrutiny, particularly in cost optimization or offshore operations.
• You have a strong background in technical program management, ideally from a data-heavy, AI, or healthcare technology company with experience in voice products.
• Experience with Python, AI, automation, RPA, OCR, voice recognition technologies, IaaS, PaaS, DevOps, and product engineering.
• The ideal candidate will have demonstrated the ability to work collaboratively across the organization, possess strong technical and leadership skills, and have experience building and fostering strong working relationships, including with offshore teams.
• Experience influencing without direct authority at senior levels of internal and external organizations, as well as strong people and negotiation skills, especially in international contexts.
• Ability to travel up to 25 percent of the year.

Thoughtful AI Benefits

• Market-leading base salary and bonus.
• Employee stock.
• Medical, dental, and vision insurance for you and your dependents.
• We expect you to unwind and disconnect for three weeks per year while still getting paid.