Overview
You will help define and drive the multi-year strategy and roadmap for the support tooling portfolio — rationalizing and integrating the systems support engineers use every day, making build-versus-buy decisions, and prioritizing investments against clear operational outcomes such as agent productivity, and CSAT. You will partner with engineering, applied science, and support leadership to embed AI responsibly into the workflow — agent-assist, case summarization, knowledge retrieval, and self-service — and lead governance for quality, safety, privacy, and Responsible AI across those experiences. You will own end-to-end coordination and release planning across teams, instrument adoption and efficiency telemetry, and serve as the technical leader who aligns the organization behind a shared tooling vision. Bachelor's Degree in Computer Science, Information Technology (IT), or related field
Full job description
Full Job Description
You will help define and drive the multi-year strategy and roadmap for the support tooling portfolio — rationalizing and integrating the systems support engineers use every day, making build-versus-buy decisions, and prioritizing investments against clear operational outcomes such as agent productivity, and CSAT. You will partner with engineering, applied science, and support leadership to embed AI responsibly into the workflow — agent-assist, case summarization, knowledge retrieval, and self-service — and lead governance for quality, safety, privacy, and Responsible AI across those experiences. You will own end-to-end coordination and release planning across teams, instrument adoption and efficiency telemetry, and serve as the technical leader who aligns the organization behind a shared tooling vision. Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 10+ years technical support, technical consulting experience, or information technology experience Bachelor's Degree in Computer Science, Information Technology, or related field AND 15+ years of technical support, technical consulting experience, or information technology experience OR equivalent experience. 12+ years in technical program or product management, with substantial ownership of support, service, or workflow/productivity tooling -or- equivalent experience Demonstrated track record setting strategy for a tools or platform portfolio and driving measurable operational outcomes (e.g., deflection, resolution time, agent productivity, CSAT). Fluency in applying AI/LLM capabilities to support scenarios — agent-assist, summarization, knowledge retrieval, and case deflection — with the judgment to embed them responsibly. Ability to make build-versus-buy and tool-rationalization decisions across a fragmented systems landscape. Cross-functional leadership to align engineering, support operations, and business stakeholders behind a shared roadmap.
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