Technical Program Manager - AI Initiatives/Adoption

Mudflap serves the $800B trucking industry, the backbone of the U.S. economy. Our market-leading payment products help truckers save thousands of dollars on fuel (their #1 business expense), while providing our fuel stop partners with access to new, hard-to-reach customers. We’re a fast-growing marketplace business looking for a new customer-obsessed teammate to join us on this exciting journey.

As a Technical Program Manager - AI Initiatives/Adoption, you will own the implementation, integration, and adoption of AI-driven solutions across Customer Support operations. This role sits at the intersection of Support, Product, and Engineering and is responsible for translating operational needs into scalable, technical solutions that improve both customer experience and agent efficiency.

You will design and maintain the systems, workflows, and integrations that enable AI-assisted support, ensure high-quality and reliable support data, and continuously measure and improve the impact of AI initiatives. This role requires a hands-on, technical operator who is comfortable working across systems, building integrations, and driving adoption in a fast-growing environment.

Work Location:

This role involves a hybrid work approach, balancing in-office collaboration at our Palo Alto location with the ability to work remotely. Team members are expected to be available for scheduled on-site meetings or events a few times per quarter.

To support our team, we offer:

• Commuter benefits to ease your travel

• Lunches and snacks to keep you fueled

• A collaborative, high-growth environment where you’ll work closely with talented teammates across the company

Expectations (In this role, you will):

• 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

Experience (What we look for):

• 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

Perks and Benefits (What we offer):

• Competitive salary and equity in a high-growth startup

• Multiple health benefit options

• Responsible Time Off

• 401(k) matching

• Opportunities and support for major career growth

• Annual Company offsite event (Mudfest!)

The salary range for this role is $162,000 - $180,000. This information reflects a base salary range for this position based on current market data, which may be subject to change as new market data becomes available. The candidate's skills, experience, and other relevant factors will determine the exact compensation.

Company Overview (Who we are):

Mudflap is on a mission to transform the trucking and logistics industry by leveling the playing field for owner operators and small fleets. Backed by top-tier venture investors, including QED, Matrix Partners, Commerce Ventures, NFX, and 500 Startups and included in the Forbes Fintech 50 list, Mudflap offers fleet fuel management solutions. Our core team hails from Disney, Uber, Procore, DoorDash, Google, Meta, Capital One, Affirm and Brex.

Here are the core values that we believe in and look for in new teammates:

• Be Customer Obsessed: We deeply understand customer needs and put our customers at the center of everything we do

• Make it Count: Act like an owner by focusing on the impact of your work

• Find a Way: Be a creative problem solver who pushes past roadblocks to win for our customers and our teammates

• Sweat the Details: We keep our standards high and achieve them by paying attention to every detail

• Be Curious: Use a growth mindset to question assumptions, take calculated risks and stretch the boundaries of what’s possible