Manager, Customer Operations and Projects

Full time Operations Specialties Managers

Job Responsibilities :

You will play a pivotal role within our Customer Advocacy department, leading the transformation of our Customer Operations (Hardware) Technical Support team from a human-driven support model to an AI-driven one. As the primary architect and trainer for our customer-facing AI agent, you are the bridge between our customer service goals and the AI’s execution — translating our existing support knowledge into a high-performing, automated customer experience. You don’t need to be a software engineer, but you must be a logic engineer: using advanced prompt engineering and data analysis to ensure our AI doesn’t just answer questions, but drives customer issue resolution in adherence to our SOPs. Alongside building the AI, you will oversee day-to-day AI-assisted operations, design the human-in-the-loop escalation paths that protect quality, and lead your regional team through the shift to an AI-first way of working.

Job Responsibilities<...