Key job responsibilities
In this role, you will have the opportunity to drive the implementation and adoption of cutting-edge AI/ML technologies, shaping the future of customer support experiences.
Key job responsibilities You possess an established program management track record, experience leading mission-critical technical initiatives, and a well-rounded background in automation, AI/ML technologies. You thrive in an entrepreneurial environment and excel at navigating ambiguity and competing priorities. This means you are not only able to develop and drive high-level strategic initiatives but can also roll up your sleeves and lead execution. You will be responsible for leading and coordinating the execution of AI/ML initiatives within RBKS Customer Support. You will collaborate with multiple technical and non-technical teams to ensure successful delivery of solutions and applications. Your leadership will be instrumental in building cohesive user experiences across the tools used to deliver world-class customer support.
A day in the life
• Explore emerging AI/ML technologies and trends, identifying opportunities to further optimize and automate customer support processes.
• Collaborate with technical teams to evaluate and select the appropriate technologies and frameworks for developing intelligent self-service tools and automation solutions.
• Engage with stakeholders from Customer Service, Product, and Leadership to gather requirements, define success metrics, and ensure solutions align with customer needs and business objectives.
• Conduct design reviews and provide technical guidance to ensure solutions meet security, scalability, and performance standards.
• Monitor project progress, identify risks and issues, and drive mitigating actions to keep initiatives on track for successful delivery.
• Represent the voice of the customer by advocating for user-centric design principles and seamless integration of AI/ML capabilities into customer support workflows.
• Analyze adoption metrics, gather user feedback, and work with teams to iterate and enhance solutions based on insights gained from real-world usage.
About the team
RBKS Customer Support is dedicated to transforming the customer experience through the strategic application of technology and innovation. We are a team of passionate problem-solvers who thrive on creating innovative solutions that redefine the industry standard for customer support. Our mission is to empower both our Customer Service (CS) associates and external customers with seamless, personalized experiences that anticipate their needs and provide proactive, consultative support. We leverage the latest advancements in AI, ML, and automation to develop intelligent self-service tools and seamlessly integrate human support. Our commitment to customer privacy, security, and product expertise is at the core of everything we do, ensuring that we deliver exceptional experiences that build trust and loyalty with our customers.
BASIC QUALIFICATIONS
- 7+ years of technical product or program management experience
- 5+ years of working directly with engineering teams experience
- Experience managing programs across cross functional teams, building processes and coordinating release schedules
- 5+ years of experience in a technical role focused on automation, AI, and/or ML
PREFERRED QUALIFICATIONS
- Strong leadership, communication, stakeholder management abilities, and ability to thrive in ambiguous environments to drive complex technical programs/projects
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