About Us
QuillBot was founded in 2017 with a mission to help students and professionals strengthen their writing. Today, we help over 56 million people around the world create great things. Whether you're writing, designing, coding, or collaborating, QuillBot is a place where anyone can create at the speed of thought. Our AI-powered tools help you think clearly, communicate effectively, and create beautifully—across every platform, in any format, at any skill level. If you're passionate about using technology to make the path from inspiration to execution more accessible, intentional, and relevant, come join us.
Role Overview
The Senior Program Manager plays a key role in driving AI & automation program execution and optimization efficiency across the Revenue Operations organization. This role supports and may lead the implementation of projects optimizing AI, automation workflows, and systems. You will help scale day-to-day operations by reducing manual work, improving internal tools, and supporting process excellence.
Responsibilities
AI & Automation Execution & Workflow Optimization
- Lead the implementation of AI-powered tools and workflows to automate repetitive tasks and enhance the user support experience. You will work across different channels like chat, tickets, and store reviews.
- Work closely with the engineering teams to ensure key deliverables are prioritized and completed in a timely manner.
- Continuously assess and deploy emerging AI solutions that can improve internal workflows and customer outcomes.
- Test, document, and improve automation flows based on internal feedback and performance data.
Customer Journey Optimization
- Automate onboarding flows for B2B, academic, and enterprise customers.
- Support pre-sale and post-sale efforts by developing smart outreach strategies leveraging automated touchpoints.
- Improve collaboration between sales, CS, and BD through seamless handoffs and integrated workflows.
Revenue Enablement & Retention Automation Strategy
- In collaboration with product and eng, build and optimize smart cancellation flows to reduce churn at the point of decision.
- Launch usage-based engagement journeys to improve free-to-paid conversion.
- Develop AI reactivation triggers based on inactivity or usage drop-off.
- Use AI product tracking signals (domain clustering, feature engagement) to support Sales with institutional expansion leads.
Systems & Tool Management
- Maintain and troubleshoot key systems used by internal teams (e.g., ticketing systems, workflow tools, task management platforms, and CRM) across QuillBot, Scribbr, and LanguageTool.
- Assist with user configurations, permissioning, and updates to ensure tools are reliable and aligned with team needs and business objectives.
- Regularly audit and test workflows to identify and address inefficiencies or blockers.
- Coordinate timelines, follow-ups, and deliverables across automation-related initiatives.
- Provide post-implementation support and training to internal users.
Reporting & Insight Support
- Define and track OKRs related to automation and operations, customer experience (CSAT), operational efficiency (ticket resolution time, deflection rates), and revenue influence (retention, expansion).
- Build dashboards and reports to communicate the impact of AI initiatives and surface strategic insights for Product, CS, and RevOps teams.
- Support RevOps by surfacing customer insights and identifying trends in operational data.
Documentation & Enablement
- Collaborate with the Community and Content team to maintain process documentation, tool guides, and SOPs for automated workflows and internal systems.
- In collaboration with the Community and Content team, support the onboarding and enablement of internal users through how-to resources, FAQs, and lightweight training.
- Promote consistency and visibility by ensuring key workflows are well-documented and accessible across teams.
Qualifications
- 3-5+ years of experience in working with AI automation across various systems (Intercomm, ZenDesk, SFDC and Monday.com CRMs, Notion, Asana, and Figma as some examples) at a SaaS company (EdTech or consumer apps a plus).
- Experience with no-code tools like n8n or Zapier.
- Strong program management skills and experience working cross-functionally with Product, Engineering, Marketing, Sales, Business Development, and Customer Success.
- Comfortable navigating feedback loops, ambiguity, and fast-moving environments.
- Excellent organizational and communication skills.
- Familiarity with dashboarding tools such as Amplitude and report generation.
Benefits & Perks
- Competitive salary and annual bonus
- Medical coverage
- Life and accidental insurance
- Vacation & leaves of absence (menstrual, flexible, special, and more!)
- Developmental opportunities through education & developmental reimbursements & professional workshops
- Maternity & parental leave
- Hybrid & remote model with flexible working hours
- On-site & remote company events throughout the year
- Tech & WFH stipends & new hire allowances
- Employee referral program
- Premium access to QuillBot
*Benefits and benefit amounts differ by region. A comprehensive list applicable to your region will be provided in your interview process.
Research shows that candidates from underrepresented backgrounds often don't apply for roles if they don't meet all the criteria. We strongly encourage you to apply if you're interested: we'd love to learn how you can amplify our team with your unique experience!
This role is eligible for hire in India.
We are a virtual-first company and have employees dispersed throughout the United States, Canada, India, Israel, Germany, and the Netherlands. We have a market-based pay structure that varies by location. The base pay for this position is dependent on multiple factors, including candidate experience and expertise, and may vary from the amounts listed. You may also be eligible to participate in our bonus program and may be offered benefits, and other types of compensation.
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Equal Employment Opportunity Statement (EEO)
We are an equal opportunity employer and value diversity and inclusion within our company. We will consider all qualified applicants without regard to race, religion, color, national origin, sex, gender identity, gender expression, sexual orientation, age, marital status, veteran status, or ability status. We will ensure that individuals who are differently abled are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment as provided to other applicants or employees. Please contact us to request accommodation.