Support Operations Program Manager - AI Technology

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Requirements:

• Bachelor's degree in Engineering, Operations Management, Computer Science, or a related field.
• 8+ years of experience in business operations with technology implementations.
• Technical fluency with AI tools and platforms used in customer support.
• Demonstrated commitment to improving customer experience through technology solutions.
• Strong analytical, communication, and project management skills.
• Ability to manage project details while maintaining a strategic view.

Responsibilities:

• Shape and evolve AI strategy in partnership with Support leadership, keeping updated on AI trends and tools.
• Oversee end-to-end deployment of AI technology projects, ensuring alignment with business goals.
• Collaborate with Support, Sales, Marketing, Product, Engineering, and other teams on impactful AI projects.
• Continuously analyze support processes to enhance efficiency and satisfaction for customers and agents.
• Develop and track performance metrics to evaluate AI deployment success.
• Educate stakeholders about AI's strategic benefits and secure project buy-in.