Related skills
product operations ai escalation management knowledge management jira service management📋 Description
- Lead Tier 2 product and data support; triage and resolve escalations.
- Design and operate the product/data support operating model, workflows, tooling.
- Hire and manage a small team of product/data support specialists; set ownership and SLAs.
- Own intake, triage, coordination, resolution, and knowledge capture.
- Build and scale the function within Product Operations; align across teams.
- Establish service health metrics and regular reporting for continuous improvement.
🎯 Requirements
- 8+ years in product support, product ops, or knowledge management.
- Experience building/rebuilding a support function; Jira Service Management or similar.
- Strong program mgmt and cross-functional collaboration across product, Eng, data, and commercial teams.
- Experience with AI-assisted workflows or AI knowledge management is a plus.
- Ability to set SLAs, ownership, and escalation paths; comfortable with ambiguity.
- Leadership/people management; hiring and developing a small team.
🎁 Benefits
- Medical, dental, and vision coverage.
- Unlimited paid time off.
- 401(k) plan with employer contribution.
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