AI Program Manager – Customer Experience

About the role

Saviynt's AI-powered identity platform manages and governs human and non-human access to all of an organization's applications, data, and business processes. Customers trust Saviynt to safeguard their digital assets, drive operational efficiency, and reduce compliance costs. Built for the AI age, Saviynt is today helping organizations safely accelerate their deployment and usage of AI. Saviynt is recognized as the leader in identity security, with solutions that protect and empower the world’s leading brands, Fortune 500 companies and government institutions. For more information, please visit www.saviynt.com. 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. While our AI agents are already operational and managing significant volume, we are focused on bridging the critical gap between current performance and full autonomous resolution. We need a specialist who goes beyond surface-level reporting to rigorously interrogate deflection and closure metrics. As case patterns evolve, you will be responsible for benchmarking agent confidence scores and identifying the precise improvements needed to optimize our autonomous capabilities. This is a high-ownership, high-visibility role. The insights you surface will directly shape how our agents are trained, how AI-assisted productivity gains are measured, and how we define what “good” looks like in an AI-first support operation