Forest Lawn is seeking a talented and experienced AI Program Manager to join our Technology Services Team and bring our organization’s AI vision to life. This role blends technical skills with successful execution—building and deploying real, usable AI tools that support our teams and improve the experience of the client families we serve. The AI Program Manager will serve as a strategic leader responsible for defining and executing the AI roadmap across the organization, ensuring AI initiatives align with business objectives and deliver measurable value.

This position will be responsible for implementing Forest Lawn’s AI strategy and roadmap while supporting the work of the Global AI Committee. They will also partner closely with Marketing, Customer Service, Operations, and the sales teams to ensure our solutions are effective, responsible, and aligned with our values.

The AI Program Manager will also be responsible for building agents that work, particularly with Salesforce Agentforce and other LLM platforms, while also supporting training, data grounding, and responsible-use practices.

This pivotal role involves transforming complex business challenges into scalable, reliable AI applications that drive automation, innovate our processes, and uphold our values of providing caring service to families.

What You’ll be Doing:

Lead AI Architecture & Standards: Define and enforce technical standards for agentic AI systems, including Salesforce Agentforce and LLM-based solutions.
Apply Advanced AI Concepts: Implement RAG, grounding, temperature tuning, and safe deployment guardrails to ensure reliability and compliance.
Build & Deploy AI Agents: Develop, test, and launch AI agents using Salesforce Agent Builder, Prompt Builder, Data Cloud, and Flows.
Configure Intelligent Workflows: Establish escalation paths, human-in-the-loop checkpoints, and operational guardrails for AI-driven processes.
Prototype Rapidly: Deliver proofs-of-concept to validate business value before scaling enterprise deployments.
Translate Business Needs: Convert requirements into actionable technical specifications for production-ready AI systems.
Ensure Data Integrity: Maintain accurate, trusted enterprise data across Salesforce, NetSuite, and internal platforms for AI operations.
Implement Grounding Practices: Minimize hallucinations and ensure compliance with safety and ethical standards.
Uphold Governance & Compliance: Adhere to AI governance frameworks, privacy regulations (GDPR/CCPA), and ethical-use policies.
Design Client-Facing AI Experiences: Collaborate with Marketing and Web teams to deploy on-brand AI solutions for FAQs, lead qualification, and scheduling.
Integrate Across Platforms: Ensure seamless AI integration across website, CRM, and service workflows to enhance customer experience.
Drive Enterprise Training: Lead workshops, create user guides, and promote AI literacy to empower employees and foster adoption.
Provide Operational Support: Troubleshoot AI systems, manage escalations, and maintain documentation for continuous improvement.
Validate ROI & Manage Projects: Conduct financial analysis, track efficiency gains, and oversee timelines, budgets, and milestones.
Align with AI Committee Strategy: Support enterprise AI roadmap, governance, and delivery of measurable efficiency and accuracy improvements.
Highly proficient with Salesforce platforms (Flows, Apex, Data Cloud, Security), Agentforce and autonomous agent configuration, and REST/SOAP APIs and integrations.
Bachelor’s degree in IT, Computer Science, Business systems, or a related field.
Minimum of seven years of experience in technical support management, solution architecture, engineering, or technical program delivery.
Hands-on experience delivering GenAI, LLM, automation or agentic AI system.
Experience managing cross-functional teams and complex technology programs
Ability to translate business needs into technical agentic workflows

Preferred Qualifications

Experience with NetSuite or other financial/ERP systems
Knowledge of data governance, AI ethics, and security frameworks
Experience in change management, enablement, or enterprise training

Competitive Benefits

Forest Lawn takes pride in offering an excellent benefits package to our employees, which taken as a whole, leads our industry and is competitive with the benefits in just about any other industry.

Click here to learn more about our benefit offerings.

Drug Testing Policy

Prior to beginning employment, all job applicants who receive a job offer will be required to voluntarily submit to a drug screening test conducted by a laboratory designated by Forest Lawn. The drug screening method is a hair collection test that will detect the use of illegal drugs within the past 90 days. A positive drug test may result in the withdrawal of the job offer.

E-Verify Statement

Forest Lawn has registered to participate in the federal government's E-Verify program. With E-Verify we are able to confirm the employment authorization of all newly hired employees through an electronic database maintained by the Social Security Administration and Department of Homeland Security. With respect to new hires, the E-Verify process is completed in conjunction with a new hire's completion of the Form I-9, Employment Eligibility Verification upon commencement of employment. E-Verify is not used as a tool to pre-screen candidates.

For up-to-date information on E-Verify, go to https://www.e-verify.gov/employees/e-verify-overview.

Fair Chance Initiative for Hiring Ordinance

Forest Lawn will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.

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