Program Manager with AI Enablement & Strategic Delivery Department

Position: Program Manager with AI Enablement & Strategic Delivery Department

Location: Chicago Onsite ( Weekly twice On-site Opportunity)

Description The Global Business Operations group sits within Motorola Solutions (MSIs) global Centralized Managed Support Operations (CMSO) part of MSIs global service delivery engine that provides an innovative and seamless experience for customers and partners to deliver exceptional this role you will join a team that safeguards the organizations operational health through essential financial management-including P&L allocations Opex/Capex budgeting and cost optimization-as well as strategic workforce planning focused on headcount forecasting and productivity analysis. Additionally the group drives execution through a comprehensive Project Management function that orchestrates the intake capacity loading and delivery of complex initiatives. From Service Offers and Cyber Deployment to internal and field customer projects this team leverages tools like Planview metrics to oversee the full project lifecycle and ensure rigorous delivery standards across the portfolio. Position Overview As the Program Manager for AI Enablement & Strategic Delivery you will champion technological transformation within CMSO through targeted projects. Your portfolio of projects will focus on delivering operational efficiencies and/or elevating the Customer Experience (CX). Key Responsibilities include:

Leading AI and Automation Projects: Direct projects focused on AI enhancement automation and CX improvements that generate substantial efficiencies in both front and back-office operations resulting in significant time savings for agents.

Strategic Delivery: Partner with the CMSO AI Design and Tool development team to ensure the successful delivery of their AI enhancements/automations managing the process from initial requirements gathering through production release and hypercare.

Driving Productivity: Play a critical role in implementing tools and automations that boost agent productivity and deliver continuous operational improvements further enhancing the customer experience for our already industry-leading global customer support team. Job Description & Responsibilities:

The AI Implementation Project Manager is responsible for the coordination planning scheduling and control over assigned AI and automation projects through the entire software development life cycle.

Lead the comprehensive elicitation and validation of stakeholder requirements to establish a clear project baseline utilizing these defined parameters to drive accurate cost estimation budget allocation and ongoing financial forecasting.

Responsible for managing multiple CMSO projects varying in size and complexity-specifically those targeting cost reductions productivity enhancements and customer experience (CX) improvements-and adhering to a committed schedule with milestones. Motorola Solutions Inc. 500 W. Monroe Chicago IL 60661

Responsible for working with resource managers and using the departments project management tool (Planview) to track and report on resource utilization and capacity loading while tracking all costs related to development deployment and support.

Demonstrate best practices for developing schedules with the ability to identify and manage the critical path for the deployment of AI/automation/CX enhancements.

Able to follow BOTH a waterfall methodology and Agile project plan occasionally balancing between the two strategies.

Identify resource constraints or deficiencies and lobby for appropriate support and/or subject matter expertise to support complex AI enhancement initiatives where necessary.

Act as the point of contact for stakeholders and the Business Operations team communicating project status reporting critical project challenges and escalating issues as warranted.

Monitor project execution to ensure all obligations are met and drive projects to completion as per schedule scope and budget commitments.

Collaborate with stakeholders to resolve conflicts in opinions and/or agendas and ensure alignment to the project objectives particularly regarding employee engagement and adoption of new AI tools.

Quickly identify and communicate any changes to scope or expectations following the Change Request process to determine impact to the resource plan and schedule.

Identify and track risks and issues along with their potential impact while driving mitigation strategies and corrective actions.

Effectively coordinate the project close-out and conduct lessons learned while documenting and storing all assets in the project repository.

Has a strong understanding of the latest AI technologies such as LLMs agentic AI etc. and defining a pipeline strategy & roadmap for AI deployments

Be comfortable working with Data Scientists and ML Engineers and facilitate technical discussions and actions production readiness deployments etc. Basic Requirements: The ideal candidate will have:

Bachelors degree in business Engineering or related field along with 3 years of experience in a Project Management role.

Demonstrated success in leading technical IT or AI-related projects.

Experience with Waterfall Agile and hybrid methodologies.

Experience and competency with office tool suites (e.g. MS Office Google Workspace).

Experience with a project management tool (e.g. MS Project Smartsheet Planview etc.).

Leadership capability with strong interpersonal skills and the ability to influence without authority.

Excellent written and verbal communications skills.

Organized and process-oriented mindset with team building experience.

Formal Project Management training with proof of coursework completion (desired).

PMP Certification (desired).

Agile/Scrum Certification (desired).

ITIL certification or foundational knowledge (desired).

Note: Momento USA is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex pregnancy sexual orientation gender identity national origin age protected veteran status or disability status.