Support Program Manager, Support Delivery
Core
Define and implement foundational support practices, operational frameworks, and automation for Tier 3 frontline delivery to maximize customer value and adoption of AI products.
Role type
Senior Support Program Manager (Operations & Systems Building)
Builds
Scalable support operational frameworks, internal tooling, automation pipelines, and AI-powered workflows for customer support teams.
Domain
AI Product Support / Customer Success Operations
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
Program management, operations strategy, systems building, data engineering, software engineering, cross-functional collaboration, AI/LLM integration, process design, stakeholder management, automation implementation
Preferred skills
Experience with low-code apps, ETL pipelines, dashboards, treating LLMs as co-developers, rapid prototyping
Technologies
LLMs, automation tools, internal tooling, ETL pipelines, low-code platforms
Responsibilities
Lead support delivery programs for Tier 3 frontline delivery; define experience and manage pilots/rollouts for premium operations; design strategy for internal support initiatives; coordinate requirements with build owners; implement tools and automation to improve efficiency; scale AI-powered workflows; collaborate to reduce friction and enhance customer satisfaction; shape the vision and strategy of a new team.
Seniority
Senior, hands-on IC with strategic influence
