Senior Strategic Technical Program Manager, Intelligent Support

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.

Key Responsibilities:

• 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.

As a Successful Candidate, You Will:

• 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.

Are you ready to drive transformation at scale and redefine customer support with AI-powered solutions? Join Intel's Intelligent Support Solutions team and be part of a high-impact role that shapes the future of customer experience. Apply now to embark on a journey of innovation and excellence.

Qualifications:

You must possess the below minimum qualifications to be initially considered for this position. Preferred qualifications are in addition to the minimum requirements and are considered a plus factor in identifying top candidates. This position is not eligible for Intel immigration sponsorship.

Minimum Qualifications:

• 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.

Preferred Qualifications:

• 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.

• With 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.

Job Type:

Experienced Hire

Shift:

Shift 1 (United States of America)

Primary Location:

US, California, Santa Clara

Additional Locations:

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

Business group:

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.

Posting Statement:

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 expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance.

Position of Trust

N/A

Benefits

We offer a total compensation package that ranks among the best in the industry. It consists of competitive pay, stock bonuses, and benefit programs which include health, retirement, and vacation. Find out more about the benefits of working at Intel.

Annual Salary Range for jobs which could be performed in the US: $142,060.00-236,810.00 USD 

The range displayed on this job posting reflects the minimum and maximum target compensation for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific compensation range for your preferred location during the hiring process. 

Work Model for this Role

This role will be eligible for our hybrid work model which allows employees to split their time between working on-site at their assigned Intel site and off-site. * Job posting details (such as work model, location or time type) are subject to change.

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ADDITIONAL INFORMATION: Intel is committed to Responsible Business Alliance (RBA) compliance and ethical hiring practices. We do not charge any fees during our hiring process. Candidates should never be required to pay recruitment fees, medical examination fees, or any other charges as a condition of employment. If you are asked to pay any fees during our hiring process, please report this immediately to your recruiter.