About the job
Location Preference: We invite applications from talented individuals across India, with a strong preference for candidates located in Pune to effectively support our hybrid work model.
We are seeking a skilled professional to oversee the implementation and ongoing management of our AI features throughout their lifecycle, including go-live, hypercare, and business-as-usual phases. This position is crucial for ensuring the uninterrupted operation of our essential AI functionalities and for collaborating with the team to maintain and prioritize product backlogs in alignment with evolving client and market needs.
Your immediate focus will be on the successful operational deployment and oversight of the revamped Language AI Gemini feature.
This role will initially report to the PE Chief of Staff, allowing for seamless integration with project management processes concerning build and delivery.
Key Responsibilities
- Hypercare and BAU
- Coordinate technical monitoring and reporting activities
- Analyze qualitative outputs
- Facilitate handovers to GSD/HS Ops
- Ensure adherence to all operational processes
- Provide performance and quality reports to multiple stakeholders, including success, product/engineering, and leadership teams
- Manage retraining/retuning/prompting engines as necessary
- Aggregate client feedback and feature requests for evaluation and triage by Helpshift Product teams
- Client Onboarding
- Ensure all teams are aligned with Customer Success’s rollout plans and requirements, and that these plans are clearly communicated and executed
- Track detailed client rollout plans based on CSM client prioritization and technical deployment needs
- Establish clear processes for onboarding new clients
- Ensure client data meets the quality and quantity standards necessary for effective engine tuning
- Manage go-live processes and workflows
- Management
- Oversee the Helpshift MT specialist
- Collaborate with Player Engagement and broader Keywords teams to manage change requests, technology escalations, and incident responses
- Act as the primary contact for service provision of all AI features
- Engage in proactive management of expenditures
- Deliver data on AI feature utilization, performance, and outputs to the wider Player Engagement team
Qualifications
- Proven experience managing live phases of SaaS projects
- Capable of planning and tracking multiple workstreams and dependencies in parallel
- Solid understanding of AI, particularly in prompt engineering and data quality requirements for high-performing engines
- Experience in agile methodologies (e.g., Advanced Scrum Master)
- Strong analytical and problem-solving skills
- Exceptional communication and leadership abilities
