Support Program Manager

We are looking for a hands-on Support Program Manager to lead the operational support model behind our companys hybrid AI + human assistant experience.This role will manage the dedicated Edge support operation across concierge workflows, AI escalation handling, lifecycle orchestration, booking validation, and proactive traveler support. The ideal candidate combines strong operational rigor with customer obsession and the ability to build scalable service workflows for an AI-native product.What You'll DoLead the dedicated our company support operation and agent workflowsDefine and maintain service standards, SLAs, and escalation logicManage AI-to-human support orchestration and concierge handoffsOversee booking validation, offline operational tasks, and QA routinesCoordinate lifecycle messaging and proactive traveler workflowsMonitor support KPIs, operational health, and customer experience qualityPartner closely with Product, Engineering, Operations, and AI teamsDrive enablement, process improvements, and Edge-specific tooling needsEnsure consistent Edge tone, personalization, and service quality across all traveler interactionsSupport operational readiness for new product launches and Lines of Business expansion.Requirements: 5+ years experience in support operations, program management, concierge operations, or customer experienceStrong operational execution and process management capabilitiesExperience working cross-functionally with Product and Engineering teamsAbility to operate in fast-moving, ambiguous environmentsCustomer-obsessed mindset with high quality standardsExperience with AI-assisted workflows, travel operations, or premium customer support is a strong advantageSuccess MetricsSLA and response time performanceCustomer satisfaction and NPSQA and booking accuracyEscalation resolution efficiencyOperational scalability and readinessConsistency of Edge support experience.This position is open to all candidates.