Mudflap · 3 hours ago
Technical Program Manager - AI Initiatives/Adoption
Palo Alto, CA
Full-time
Hybrid
Senior Level
$162K/yr - $180K/yrMudflap serves the trucking industry with innovative payment products, and they are seeking a Technical Program Manager to lead AI-driven solutions in Customer Support operations. This role involves designing and maintaining systems that enhance customer experience and agent efficiency through AI initiatives.
AppsCouponsMobile AppsTransportation
Responsibilities
Design, build, and maintain integrations between support platforms, internal systems, and AI tools to enable automation, intelligent routing, and AI-assisted resolution
Lead the implementation and adoption of AI-powered workflows that reduce manual effort for support agents and improve resolution speed and consistency
Partner closely with Product and Engineering to define technical requirements, data contracts, and system boundaries related to Customer Support operations
Ensure support data is reliable, well-structured, and accessible for reporting, analysis, and AI use cases
Monitor usage, performance, and outcomes of AI initiatives and iterate to improve effectiveness and user experience
Improve customer experience and agent efficiency through thoughtful system and workflow design, not just tool deployment
Communicate progress, results, and tradeoffs of AI and operational initiatives clearly to stakeholders and leadership
Qualification
Required
Experience working in Customer Support Operations, Technical Operations or a similar systems-focused operational role
Strong technical foundation, including hands-on experience with APIs, webhooks, data integrations, and system-to-system workflows
Experience configuring or building integrations between support tools such as ticketing systems, chat platforms, CRMs, or internal services
Experience specifically working with Zendesk APIs, including building, maintaining, or troubleshooting custom integrations and data flows
Familiarity with AI applications in support environments, including chatbots, AI-assisted responses, summarization, classification, or knowledge retrieval
Strong understanding of AI technologies (for example: LLMs, NLP, ML pipelines) and their application in support and risk management
Demonstrated ability to debug, monitor, and maintain integrations and workflows in production environments
Strong data literacy, with experience working with operational metrics, logs, and event-based data
Proven ability to translate operational problems into technical requirements and implementation plans
High ownership mindset with the ability to operate independently across technical and non-technical domains in an ambiguous, fast-moving environment
Benefits
Commuter benefits to ease your travel
Lunches and snacks to keep you fueled
Multiple health benefit options
Responsible Time Off
401(k) matching
Opportunities and support for major career growth
Annual Company offsite event (Mudfest!)
Company
Mudflap
Mudflap provides instant fuel discounts to thousands of owner-operators and small fleets at hundreds of independent fuel stops and chains.
Founded in 2016
51-200 employees
H1B Sponsorship
Mudflap has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (1)
Funding
Current Stage
Growth StageTotal Funding
$50M2022-08-17Series B· $50M
2019-01-01Seed
Leadership Team
Sanjay Desai
Co-Founder/CEO
Recent News
2023-06-09
2023-06-09
Company data provided by crunchbase