Job Description
Location Preference: While we welcome applications from candidates across India, the ideal candidate will be based in Pune to support our hybrid work setup requirements.
We are in need of an individual who can support all of our AI features through go-live, hypercare and BAU phases. The role will be both to ensure continuity of service for our mission-critical AI features and to support the wider team in building and managing backlogs at portfolio level to ensure that product iterations are informed by shifting client and market requirements.
The initial focus will be on ensuring the operational success of the rollout and management of the refreshed Language AI Gemini feature.
Initially this role should report into the PE Chief of Staff given the project management and data ownership requirements. This allows it to dovetail with project management on build/delivery.
Responsibilities
Hypercare and BAU
- Orchestration of technical monitoring and reporting
- Analysis of qualitative output
- Handover to GSD/HS Ops
- Ensure all operational processes are followed
- Performance and quality reporting for multiple stakeholders - success, product/engineering, leadership
- Retraining/retuning/prompting engines as required
- Consolidation of client feedback and feature requirements for review & triage by Helpshift Product teams
Onboarding new clients
- Ensuring that all teams understand Customer Success’s rollout plans + requirements and that the plan is articulated and followed
- Tracking detailed client rollout plan, based on CSM client prioritization and technical deployment requirements
- Ensure clear process is in place for both new client onboarding
- Ensuring clients’ data is of sufficient quality and quantity to provide tuned engines where required
- Owning go-live process and workflows
Management
- Managing the Helpshift MT specialist
- Working across Player Engagement and wider Keywords teams to manage change requirements, technology escalations and incident response, management and mitigation
- Primary contact for service provision of all AI features
- Proactive spend management
- Providing data on AI feature consumption, performance and output to the wider Player Engagement team
Skillset and Requirements
- Experience in project managing SAAS live phases
- Experience in planning and tracking multiple workstreams and dependencies in parallel
- Fundamental understanding of AI, in particular prompt engineering and data quality requirements to ensure highly-performing engines
- Experience in agile delivery (e.g. Advanced Scrum Master)
- High data literacy, including the ability to understand metrics from multiple sources - and explain these to a wider audience
- People management skills
- Excellent communication skills
- Collaborative mindset
Key Stakeholders + Partners
Helpshift AI/Language AI product & engineering teams
HS Tech Support
HS Customer Success
PE Agent Operations Management
Kantan technology team
IT Infra team
External implementation + support partners
Hybrid setup
Worker’s insurance
Paid Time Offs
Other employee benefits to be discussed by our Talent Acquisition team in India.
Helpshift embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status
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