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Prodigal is a connected AI platform that helps financial institutions (banks, lenders, credit unions) run their operations. The company has built AI agents that analyze conversations, guide human agents, make decisions, conduct customer conversations, and orchestrate outreach—all informed by more than a billion interactions over eight years. Prodigal works with 100+ financial institutions across North America and is backed by Y Combinator, Accel, and Menlo Ventures.
As an AI Deployment Lead, you will own the end-to-end journey of taking AI agents from signed contract to live, performing systems. You sit at the intersection of customer understanding, technical depth, and operational rigor, with direct accountability for outcomes.
Key responsibilities include:
**Customer Discovery & Scoping:** Deeply understand each customer's business and existing call workflows. Map their full tech stack (telephony dialers, payment processors, portals, CRMs, APIs). Design call flow diagrams and interaction maps that translate customer workflows into precise agent behaviors. Translate complex requirements into clear, actionable scopes for engineering.
**Deployment & Phased Delivery:** Own end-to-end delivery across multiple deployment phases. Liaise with customers' legacy vendors and influence them to drive AI adoption. Manage 4–6 concurrent deployments with strong project governance, clear milestones, and zero surprises. Drive all customer-facing calls from kickoff through go-live with clarity, confidence, and follow-through.
**Agent Validation & Performance:** Design comprehensive test scenarios covering happy paths, edge cases, and adversarial situations. Conduct test calls alongside Agent Engineers to evaluate performance. Own the feedback loop: test → identify gaps → brief engineers → retest → validate and approve.
**Post-Go-Live Ownership:** Track agent KPIs, surface performance issues, manage post-production bugs, and drive continuous improvement. Lead phased expansions. Serve as the primary escalation point until deployment reaches a stable, handoff-ready state. Design and own incident response and resolution SLAs.
**Stakeholder Management:** Navigate multi-stakeholder customer environments (CXOs, Operations, Compliance, IT, Tech teams). Be the person customers trust—responsive, on top of every commitment, and always a step ahead. Work across internal functions to unblock delivery and represent customer reality.
You will report to the Head of Customer Success and Deployments and join a growing deployment team.
**Requirements:**
- 2+ years of work experience in any B2B program management role (preferred: SaaS, heavy industries, supply chain, consulting, digital transformation, or technical deployments/implementations)
- Experience deploying or managing voice AI agents, conversational AI, or automation systems is a strong plus
- Familiarity with US consumer finance or debt collections industry is a plus, not a requirement
- Understand how APIs work, can read a basic integration spec, and can hold credible technical conversations without being an engineer
- Anticipate problems before they surface and build for them
- Strong communicator, equally comfortable presenting to CXOs and working through escalations with engineers
- Thrive in ambiguity and figure things out without waiting to be told how; high ownership, low hand-holding by design
- Experience working with or for North American customers preferred
- Ability to manage 3rd-party vendors (customer's other vendors)
- Incident response SLAs and contingency planning for business continuity
- Value-driven delivery approach
- Experience exploring AI tools beyond chatting: co-working with AI agents
- Aptitude to learn domain-specific skills on-the-job
