Tech Stack

Description

You will lead the transformation of Customer Support into an AI-first, automation-led, insight-driven organization. You will define and execute a multi-year AI roadmap, architect scalable AI solutions, and drive cultural change to make AI the foundation of support operations.

Requirements

• 10+ years experience with proven success in leading AI adoption at scale
• Product Management experience in IT environment
• Strong knowledge of post sales platforms, RAG solutions, and enterprise integration
• Excellent stakeholder management and change leadership skills
• Bachelor's degree required (Computer Science preferred); Master's or MBA preferred

Responsibilities

• Define and own a multi-year AI roadmap for post sales including AI-first strategy transformation
• Architect scalable conversational AI platforms for chat, voice, and digital channels
• Implement predictive case routing and automate repetitive workflows
• Own support technology stack end-to-end and ensure integration with other systems
• Lead cultural transition to AI-augmented support and upskill agents