AI Program Manager – Customer Experience

AI agents are only as good as the intelligence behind them. At Saviynt, our customer support runs on autonomous AI agents that triage, route, and resolve cases without human intervention and we’re just getting started. The next frontier is measurable: higher deflection, faster closure, and agents that learn from every interaction. This role sits at the center of that mission. As our Business Analyst  Customer Support (AI), you are the analytical engine that tells us exactly where our agents are winning, where they’re failing, and what it will take to push autonomous resolution rates higher. You track agent performance at a granular level, identify patterns in cases that escape to humans, and feed those findings directly into the tuning cycles that make our AI sharper over time. If you’ve spent time obsessing over how AI models behave in production, why they escalate when they shouldn’t, what makes a deflection stick, how to measure agent generated productivity gains and you want a role where that obsession moves real metrics, this is it.