Program Manager

About Invoca: Invoca is the leading AI-powered conversation intelligence platform. We empower marketing, sales, customer experience, and contact center teams to unlock the intent and insights within every customer interaction – driving better customer experiences, increased revenue, and improved operational efficiency. Join our dynamic, fast-growing team, where innovation and collaboration are at the core of our culture. About the Team: We are the connective tissue between not only our Product, Design, and Engineering organizations, but the Go To Market teams. Our mission is to eliminate friction, scale execution, and ensure our software development lifecycle (SDLC) is as efficient as it is innovative, from discovery through launch. We are not process enforcers; we build the modern ecosystem where builders do their best work. As we rapidly adopt next-generation AI tooling, from semantic search agents to no-code automation platforms and AI-optimized documentation hubs, our team is leading the charge to redefine what a high-velocity, AI-assisted operations org looks like. We partner closely with every department, and collaboration, experimentation, and shared learning are at the core of how we operate. About the Role: We are looking for a hybrid Program Manager who lives at the intersection of traditional program delivery, AI operationalization, and Agile coaching. This is a highly collaborative, hands-on role where you will act as a change agent across our engineering, product, and design org. One week you might be managing high-level cross-functional timelines; the next, you’ll embed directly into a development team to help them smoothly adopt new delivery workflows and tighten their Scrum practices. This role is all about strategic execution and ensuring the product development engine runs smoothly. You’ll drive the tactical rhythm with the GTM teams, and own the related systems, logistics, and execution layer that keeps our company high-performing. A massive part of your initial impact will involve leading our migration away from legacy knowledge bases into modern, AI-optimized documentation hubs. You will architect our documentation so that internal AI agents and LLM orchestration tools  can pull flawless context from it, now and in the future.  You’ll also have the opportunity to redesign our product analytics usage in Pendo, and ensure we’re maximizing the tools available to our customers. You’ll have a broad scope as an individual contributor, and report into the Director of Product & Engineering Operations. This role directly reduces the coordination and context-transfer overhead that currently falls on PMs and EMs, freeing them to focus on building. If you love cross-functional collaboration, thrive in ambiguity, and enjoy finding novel solutions to unprecedented operational challenges, you’ll fit right in. You Will: 1. Product Discoverability & Knowledge Architecture Lead Modern Doc Migrations: Own the end-to-end migration and architectural overhaul of our user-facing documentation from legacy platforms  to modern, developer-friendly optimized documentation hubs. Engineer Content for AI Agents: Architect and structure all technical documentation to be optimized for semantic search and Retrieval-Augmented Generation (RAG), ensuring internal and external AI agents  pull flawless, highly accurate context. Optimize In-Product Guides: Redesign our product analytics and in-product guide implementation from the ground up to deploy impactful, context-aware, in-product guides and walkthroughs that maximize immediate value and self-service help for our users. 2. PM-Eng Connective Tissue & Agile Delivery Overhaul Internal Knowledge Governance: Audit, declutter, and structurally organize our sprawling internal Confluence space across Product, Design, and Engineering, establishing strict governance, fresh templates, and self-updating best practices.   Embed & Elevate Teams: Drop directly into engineering and product squads as a hands-on coach to audit and optimize their adherence to agile practices, helping them tighten their SDLC delivery loops. Maximize Delivery Efficiency: Champion our product delivery infrastructure, ensuring teams maintain an aggressive, highly transparent, and organized feature pipeline. Rewrite the Operational Playbook: Proactively hunt down and eliminate legacy, bureaucratic processes. Design lightweight, high-velocity playbooks that keep cross-functional teams executing at "AI speed." Drive R&D Culture & Alignment: Own the operational drumbeat of the department by planning, coordinating, and executing high-impact R&D All Hands meetings and leadership offsites that keep teams unified and inspired. 3. Metrics & Adoption Tracking Uncover Performance Insights: Leverage product analytics and internal telemetry to build robust analytical frameworks that track feature adoption, user drop-off points, and overall platform health. Translate Data into Strategy: Apply the "5 Whys" methodology to product usage data, digging past surface-level metrics to deliver deep behavioral insights that product managers can immediately turn into actionable feature optimizations. Track Delivery Health: Keep a pulse on team delivery velocity and execution health, stepping in to help teams manage risks and raise flags early if a critical launch timeline is jeopardized. 4. GTM (Go-To-Market) Interface Establish a Tactical Rhythm: Build and run a tight, predictable communication rhythm between R&D and Go-To-Market teams (Sales, Customer Success, Product Marketing) to ensure total company alignment on upcoming releases. Optimize Customer-Facing Tools: Work cross-functionally to ensure GTM teams can seamlessly leverage our customer-facing help tools, making it effortless for support and customer success to unblock users and scale adoption. 5. R&D Programs & Cross-Functional Delivery Manage Complex Dependencies: Drive high-visibili