About Us:

Proofpoint is a global leader in human- and agent-centric cybersecurity. We protect how people, data, and AI agents connect across email, cloud, and collaboration tools. Over 80 of the Fortune 100, 10,000 large enterprises, and millions of smaller organizations trust Proofpoint to stop threats, prevent data loss, and build resilience across their people and AI workflows. Our mission is simple: safeguard the digital world and empower people to work securely and confidently. Join us in our pursuit to defend data and protect people.

How We Work:

At Proofpoint you’ll be part of a global team that breaks barriers to redefine cybersecurity guided by our BRAVE core values:

Bold in how we dream and innovate

Responsive to feedback, challenges and opportunities

Accountable for results and best in class outcomes

Visionary in future focused problem-solving

Exceptional in execution and impact

Role Overview

Proofpoint is seeking a strategic and hands-on AI Program Manager & Developer to lead AI initiatives with primary development focus in Services and Support.

This role serves as:

• The primary liaison to the Proofpoint AI Business Council

• The driver of AI development and implementation within Support & Services

• A cross-functional coordinator across Support, Professional Services, TAM, CSM, and Customer Operations

This is a hybrid leadership + builder role — responsible for delivering measurable business impact while ensuring alignment with enterprise AI governance, Project Horizon priorities, and Proofpoint’s responsible AI standards.

Key Responsibilities

1. AI Strategy & Program Leadership

• Lead AI roadmap execution across the Services and Support team

• Identify and prioritize high-impact AI use cases aligned to Services and Support goals

• Track and report adoption, efficiency, and ROI metrics

• Coordinate AI initiatives across:

  • Customer Support

  • Professional Services

  • TAM / CSM

  • Customer Operations

• Serve as the Customer Office representative to the Proofpoint AI Business Council

• Ensure alignment with enterprise AI governance, licensing, and publishing standards

• Translate enterprise AI strategy into actionable Customer Office execution plans

2. AI Development (Services & Support)

• Design and build Custom GPTs and AI workflows tailored to:

  • Case summarization

  • Troubleshooting guidance

  • Smart routing & case deflection

  • Knowledge base generation

  • Services documentation automation

  • Executive reporting automation

• Develop structured workflows and agentic use cases

• Partner with IT on integrations (SharePoint, Teams, Outlook, GitHub, Jira, Salesforce, etc.)

• Ensure appropriate RBAC, data security, and governance controls

• Establish reusable AI frameworks that can scale cross functionally

3. Governance & AI Business Council Liaison

• Act as a primary liaison to the Proofpoint AI Business Council

• Bring forward use cases, risks, and adoption metrics

• Communicate governance updates, licensing changes, and publishing policies

• Partner with IT Admins and AI Project Leads to:

  • Ensure compliant GPT publishing

  • Track usage and ROI

  • Maintain governance alignment

• Champion responsible AI adoption

4. Adoption & Change Enablement

• Identify and enable Citizen Developers within Support & Services

• Provide training, best practices, and AI office hours

• Measure adoption and optimize based on usage data

• Create documentation and playbooks for scalable AI deployment

• Foster an innovation mindset while maintaining operational rigor

Qualifications

Experience

• 5 years in Program Management, Technical Operations, Product Operations, or Services Enablement in a SaaS organization

• Strong experience implementing automation, AI solutions, or workflow improvements

• Experience driving cross-functional initiatives without direct authority

• Experience operating in a customer-facing or services-driven environment

Technical Skills

• Experience with generative AI platforms (ChatGPT Enterprise, Copilot, APIs)

• Familiarity with building custom GPTs, structured prompts, or workflow automation

• Basic to intermediate scripting (Python or similar) preferred

• Familiarity with SaaS tools: Jira, Confluence, Salesforce, GitHub, Service Cloud, etc.

• Understanding of AI governance, data security, and enterprise compliance considerations

Leadership Skills

• Strong executive communication skills

• Ability to influence senior stakeholders

• Comfortable operating at both strategic and hands-on levels

• Strong organizational and change management skills

• Data-driven mindset with focus on measurable impact

Why This Role Matters

As Proofpoint accelerates AI adoption enterprise-wide, the Customer Office must leverage AI to:

• Improve CSAT

• Increase operational efficiency

• Scale services delivery without proportional headcount growth

• Reduce case volume and resolution time

• Empower engineers and practitioners with AI-augmented workflows

This role ensures AI is implemented thoughtfully, securely, and with measurable business value across the Customer Office.

Why Proofpoint?

At Proofpoint, we believe that an exceptional career experience includes a comprehensive compensation and benefits package. Here are just a few reasons you’ll love working with us:

• Competitive compensation

• Comprehensive benefits

• Career success on your terms

• Flexible work environment

• Annual wellness and community outreach days

• Always on recognition for your contributions

• Global collaboration and networking opportunities

Our Culture:

Our culture is rooted in values that inspire belonging, empower purpose and drive success-every day, for everyone.

We encourage applications from individuals of all backgrounds, experiences, and perspectives. If you need accommodation during the application or interview process, please reach out to [email protected].

How to Apply

Interested? Submit your application along with any supporting information- we can’t wait to hear from you!

Consistent with Proofpoint values and applicable law, we provide the following information to promote pay transparency and equity. Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets as set out below. Pay within these ranges varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate. The range provided may represent a candidate range and may not reflect the full range for an individual tenured employee. This role may be eligible for variable compensation and/or equity. We offer a competitive benefits package, including flexible time off, a comprehensive well-being program with two paid Wellbeing Days and two paid Volunteer Days per year, plus a three-week Work from Anywhere option.

Base Pay Ranges:

SF Bay Area, New York City Metro Area:

California (excludes SF Bay Area), Colorado, Connecticut, Illinois, Washington DC Metro, Maryland, Massachusetts, New Jersey, Texas, Washington, Virginia, and Alaska:

All other cities and states excluding those listed above: