Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve highly complex customer issues. Analyzes group readiness strategy proactively to ensure the team has the correct readiness plan and executes readiness plan for new and existing technologies and feature releases. Ensures that his or her team understands the product feedback cycle and/or proper coding of customer cases for compliance. Implements processes for responding to and resolving issues. Ensures team member participation in case triage meetings and/or case discussions. Business Integration: Identifies opportunities to engage with high value or area customers to provide solutions proactively. Product/Process Improvement: Identifies resources needed to resolve bugs. Drives visibility of the product bug to ensure timely engagement and/or action. Tracks pending cases due to bugs and influences product team to improve resolution and prevent customers from being impacted. Ensures that his or her team understands the product feedback cycle and/or proper coding of customer cases for compliance. Ensures team member participation in case triage meetings and/or case discussions to share knowledge with other engineers and develop efficient customer solutions by prioritizing issues, identifying resources, reviewing processes, or providing additional customer support. Identifies resources needed to implement automatization or tools. Implements processes for responding to and resolving issues. Readiness: Analyzes group readiness strategy proactively to ensure the team has the correct readiness plan and executes readiness plan for new and existing technologies and feature releases. Provides feedback to global readiness team to ensure they have they appropriate readiness strategy and build material. Response and Resolution: Collaborates on cross-team and cross-product technical issues by working with resources from other groups including support engineering groups, product groups, services team, and account team as needed to resolve complex customer issues. Tracks resolution speed and removes roadblocks (e.g., skill gaps, handle difficult customers) preventing issues from being resolved. Acts as a management escalation point in case resolution as necessary. Analyzes the business impact and utilizes this information to involve the right resources proactively. Ensures customers stay informed as to the status/solution of their issue and manages customer relationship. Monitors tickets of direct reports and delivery units to ensure resolution. Uses tools and strategy to monitor the performance of a team. Serves as the first line of management escalation. Monitors complex problems based on triggers (e.g., age, severity) and collaborates with internal stakeholders to ensure that the right resources are engaged proactively. Bachelor's Degree in Computer Science, Information Technology (IT), Data Science, Engineering, or a related field AND 3+ years of experience in operational excellence, service delivery, customer-facing roles, technical operations, or program management OR 5+ years of equivalent professional experience in lieu of a degree1+ year of people management or team leadership experience, including coaching, mentoring, or guiding early-career professionals Foundational understanding of Artificial Intelligence concepts, including: a) Basic machine learning principles (e.g., supervised vs. unsupervised learning, model training, inference; b) High-level understanding of how Generative AI systems work (e.g., large language models, prompts, tokens, limitations) Awareness of Responsible AI principles, including topics such as fairness, reliability, privacy, transparency, and ethical use of AI systems Strong communication skills in English (written and verbal), with the ability to explain technical or AI-related concepts to non-technical audiences Demonstrated customer empathy and problem-solving mindset, with the ability to balance business impact, technical constraints, and user trust Experience working in customer service, technical support, retail, consulting, or sales environments, especially in roles requiring structured problem solving Demonstrated passion for Artificial Intelligence and its societal impact, such as: 1) Personal learning projects, certifications, courses, or community involvement related to AI; 2) Interest in ethical technology, digital trust, or responsible innovation This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled. *
