Program Manager

About Invoca:

Invoca is the leading AI-powered conversation intelligence platform. We empower marketing, sales, customer experience, and contact center teams to unlock the intent and insights within every customer interaction - driving better customer experiences, increased revenue, and improved operational efficiency. Join our dynamic, fast-growing team, where innovation and collaboration are at the core of our culture.

About the Team:

We are the connective tissue between not only our Product, Design, and Engineering organizations, but the Go To Market teams. Our mission is to eliminate friction, scale execution, and ensure our software development lifecycle (SDLC) is as efficient as it is innovative, from discovery through launch. We are not process enforcers; we build the modern ecosystem where builders do their best work.

As we rapidly adopt next-generation AI tooling, from semantic search agents to no-code automation platforms and AI-optimized documentation hubs, our team is leading the charge to redefine what a high-velocity, AI-assisted operations org looks like. We partner closely with every department, and collaboration, experimentation, and shared learning are at the core of how we operate.

About the Role:

We are looking for a hybrid Program Manager who lives at the intersection of traditional program delivery, AI operationalization, and Agile coaching. This is a highly collaborative, hands-on role where you will act as a change agent across our engineering, product, and design org.

One week you might be managing high-level cross-functional timelines; the next, you'll embed directly into a development team to help them smoothly adopt new delivery workflows and tighten their Scrum practices. This role is all about strategic execution and ensuring the product development engine runs smoothly. You'll drive the tactical rhythm with the GTM teams, and own the related systems, logistics, and execution layer that keeps our company high-performing.

A massive part of your initial impact will involve leading our migration away from legacy knowledge bases into modern, AI-optimized documentation hubs. You will architect our documentation so that internal AI agents and LLM orchestration tools can pull flawless context from it, now and in the future.

You'll also have the opportunity to redesign our product analytics usage in Pendo, and ensure we're maximizing the tools available to our customers.

You'll have a broad scope as an individual contributor, and report into the Director of Product & Engineering Operations. This role directly reduces the coordination and context-transfer overhead that currently falls on PMs and EMs, freeing them to focus on building. If you love cross-functional collaboration, thrive in ambiguity, and enjoy finding novel solutions to unprecedented operational challenges, you'll fit right in.

You Will:

• Lead Modern Doc Migrations: Own the end-to-end migration and architectural overhaul of our user-facing documentation from legacy platforms to modern, developer-friendly optimized documentation hubs.
• Engineer Content for AI Agents: Architect and structure all technical documentation to be optimized for semantic search and Retrieval-Augmented Generation (RAG), ensuring internal and external AI agents pull flawless, highly accurate context.
• Optimize In-Product Guides: Redesign our product analytics and in-product guide implementation from the ground up to deploy impactful, context-aware, in-product guides and walkthroughs that maximize immediate value and self-service help for our users.

• Overhaul Internal Knowledge Governance: Audit, declutter, and structurally organize our sprawling internal Confluence space across Product, Design, and Engineering, establishing strict governance, fresh templates, and self-updating best practices.
• Embed & Elevate Teams: Drop directly into engineering and product squads as a hands-on coach to audit and optimize their adherence to agile practices, helping them tighten their SDLC delivery loops.
• Maximize Delivery Efficiency: Champion our product delivery infrastructure, ensuring teams maintain an aggressive, highly transparent, and organized feature pipeline.
• Rewrite the Operational Playbook: Proactively hunt down and eliminate legacy, bureaucratic processes. Design lightweight, high-velocity playbooks that keep cross-functional teams executing at "AI speed."
• Drive R&D Culture & Alignment: Own the operational drumbeat of the department by planning, coordinating, and executing high-impact R&D All Hands meetings and leadership offsites that keep teams unified and inspired.

• Uncover Performance Insights: Leverage product analytics and internal telemetry to build robust analytical frameworks that track feature adoption, user drop-off points, and overall platform health.
• Translate Data into Strategy: Apply the "5 Whys" methodology to product usage data, digging past surface-level metrics to deliver deep behavioral insights that product managers can immediately turn into actionable feature optimizations.
• Track Delivery Health: Keep a pulse on team delivery velocity and execution health, stepping in to help teams manage risks and raise flags early if a critical launch timeline is jeopardized.

• Establish a Tactical Rhythm: Build and run a tight, predictable communication rhythm between R&D and Go-To-Market teams (Sales, Customer Success, Product Marketing) to ensure total company alignment on upcoming releases.
• Optimize Customer-Facing Tools: Work cross-functionally to ensure GTM teams can seamlessly leverage our customer-facing help tools, making it effortless for support and customer success to unblock users and scale adoption.

• Manage Complex Dependencies: Drive high-visibility, cross-functional R&D programs, ruthlessly managing complex, cross-team timelines, resource bottlenecks, and technical dependencies.
• Orchestrate Major Launches: Coordinate the operational readiness for big product initiatives, ensuring Product, Design, Engineering, and Ops are completely lockstep as new capabilities transition from early versions to live, enterprise-ready production.
• Own the Outcomes: Bring a high-agency, "get-it-done" mentality to massive initiatives, doing whatever it takes to eliminate administrative drag and steer critical corporate priorities across the finish line.

AI Automation: Cross-Cutting Operating Model

Across all five pillars, you will build and maintain lightweight AI automation workflows that eliminate repetitive ops work, from documentation maintenance to status reporting to dependency tracking. This is not a separate workstream; it is how you operate.

You Have:

• High-Agency Program Leadership: 5+ years of experience managing complex technical programs, software delivery, process design, operationalizing programs, product/engineering operations, or consulting within a fast-paced technology or SaaS environment, ideally B2B. You act like an owner, taking extreme accountability for your outcomes, asking hard questions early, and operating with a strong bias for action rather than waiting for permission.
• Modern Migrations & AI Literacy: Solid experience migrating or managing documentation away from legacy systems. While not a data scientist, you know how LLMs consume data and have hands-on exposure to collaborative AI tools (Claude, Gemini) and a strong curiosity for AI workflow automation platforms (like Gumloop) or semantic search agents (like Atlassian Rovo). When designing AI-forward processes, you're considering where a human is in the loop and why.
• Agile Fluency & Operational Intensity: Solid experience migrating documentation from legacy systems into modern platforms. You understand how LLMs consume and retrieve structured content, and have hands-on experience building lightweight automation workflows using AI tooling (e.g. no-code automation platforms, LLM orchestration tools). When designing AI-forward processes, you think clearly about where a human is in the loop and why.
• Customer-First Analytics & The "5 Whys": Deep experience leveraging product analytics (e.g. Pendo or comparable platforms) to optimize digital adoption. You don't just check tasks off a list; you anchor your decisions in the "5 Whys," digging deep to understand the root business context of what users need so you can build out high-value in-product help, guides, and analytics.
• Workspace Architecture & Raising the Bar: A proven track record of auditing, cleaning up, and structurally organizing sprawling internal resource sites like Confluence or Sharepoint spaces for cross-functional teams, alongside the ability to establish clear, lasting documentation governance. You actively hunt down and rewrite the playbook on legacy processes that slow teams down, rejecting mediocrity to establish strict, high-standard documentation governance for Product, Design, and Engineering.
• Direct & Kind Collaboration: Exceptional communication and interpersonal skills. You are comfortable engaging in productive, data-driven conflict and saying the hardest thing directly in the meeting with care, while receiving feedback with deep curiosity rather than defensiveness.
• First-Principles Problem Solving: A fierce, self-starting mentality that thrives when navigating ambiguity. You confidently manage multiple moving parts under tight timelines, focusing entirely on what is within your control to deliver a "win/win" for both teammates and customers.

Education: Bachelors required; Masters preferred. Areas of study include: Business, Process Improvement, Operations, Technology Management, and similar. Have a related certification or other credential? Let us know!

Location This is a remote-first role. We are currently hiring in the following locations:

United States:Greater Los Angeles Area (including Santa Barbara and San Diego) * SF Bay Area * Denver Metro * Austin Metro * Chicago Metro * Greater NYC Area

Canada:Toronto (AI/ML technical roles only)

Candidates must be based within ~2 hour drive of these areas. Occasional business travel may be required.

Salary, Benefits, & Perks:

At Invoca, all new hires in the U.S. receive benefits starting on day one of employment. Our benefits offerings include:

Please note that benefits for teammates outside the U.S. may vary in accordance with their country's laws and regulations.

• Flexible Time Off - We encourage a healthy work-life balance. Our flexible paid time off policy allows you to recharge and take time away as needed.
• Paid Holidays - Invoca provides 16 U.S. paid holidays, including a winter break, giving you ample opportunity to refresh and spend time with friends and family.
• Health Benefits - Our healthcare program includes medical, dental, and vision coverage, with multiple plan options to choose what works best for you and your family. Fertility assistance is also included.
• Retirement - Invoca offers a 401(k) plan through Fidelity with a company match of up to 4%.
• Stock Options - All employees are invited to share in Invoca's success through stock options.
• Mental Health Program- Well-being support on a broad range of issues is available through our SpringHealth program.
• Paid Family Leave - Up to 12 weeks of 100% paid leave is provided for baby bonding, adoption, and caring for family members.
• Paid Medical Leave - Up to 12 weeks of 100% paid leave is provided for childbirth and medical needs.
• InVacation - As a thank-you to our long-term team members, we offer a bonus after 7 years of service.
• Wellness Subsidy - We provide a subsidy that can be applied toward gym memberships, fitness classes, and more.
• Position Base Range - $94,000-$114,000 per year plus bonus

DEI Statement

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal-opportunity workplace.

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