- Set the support platform and AI vision with the Head of CSS and turn it into a roadmap, business case, and results.
- Lead, coach, and grow the team, bringing specialists and engineers together around one backlog and clear quarterly outcomes.
- Own the performance of the chatbot, Zendesk AI agents, and Copilot; define and measure AI answer quality and switch off what does not help customers.
- Improve routing, user identification, and self-service entry points so customers reach answers faster.
- Review tickets and chats and spend time with customers and support agents to identify where people get stuck.
- Build written business cases for larger work, own cost to serve, and compare results with forecasts.
- Turn support learnings into evidence that helps product teams fix problems at the source.
SQLArtificial IntelligenceProduct Management+1 more