Manager, AI, Infrastructure, & Tooling

3+ years experience in people management, ideally developing technical strategies within a support tool environment Experience in implementing AI and automation solutions (e.g., AI chatbots, co-pilots, and AI agents) for Product Support teams Expertise in writing prompts and conversational flows, optimizing content frameworks, and improving performance key metrics (e.g., deflection, customer satisfaction) Proven leadership success with initiatives involving technical and content teams, including driving alignment on project scope, crafting implementation plans, and resolving blockers Strong analytical mindset with the ability to interpret and simplify complex data, and then craft compelling narratives that empower stakeholders to achieve high-quality outcomes Exceptional communication skills, with a proven ability to influence stakeholders and leaders across the business, build strong business cases, and align teams with competing priorities Experience developing robust experiment frameworks to continuously optimize technology stacks

Define and lead the tooling and automation strategy for the Product Support organization, owning the technical roadmap and driving the implementation of innovative solutions—such as AI chatbots, agent copilots, and workflow automations—to address critical customer and business needs. Analyze support data, metrics and team feedback to uncover trends and identify opportunities for continuous improvement in our tooling ecosystem - enhancing both the employee experience and customer satisfaction. Deliver reporting and insights on tooling performance, highlighting impact, informing strategic decisions, and driving process optimization across the organization. Lead cross-functional initiatives across Internal Tools, Security and Product Support by building business cases, defining technical requirements and delivering scalable solutions that improve the tooling experience and customer-facing capabilities. Develop and execute change management and communication strategies to ensure successful adoption of new tools and processes, driving alignment and engagement across stakeholder teams. Create and maintain critical documentation, including but not limited to: playbooks, governance documents, and technical diagrams, to support the effective deployment and ongoing success of technology solutions. Act as a subject matter expert in emerging technologies, staying current on advancements in conversational AI, large language models (LLMs), NLP frameworks, and machine learning applications relevant to Product Support.