This job involves leading complex projects that require deep understanding of business trends. The role participates in problem resolution by applying functional expertise to diverse technical challenges. Determine methods for special assignments, oversee team performance, and mentor team members, drive global process improvements and ensuring alignment with organizational goals. Leverage cutting-edge artificial intelligence technologies to innovate, enhance servicing, and elevate organizational performance.
The role drives AI adoption within the organization, identify use cases to implement AI solutions that enhance servicing and augment operational processes. Collaborate with cross-functional teams to design and deploy innovative AI-driven tools, systems, and methodologies that improve customer outcomes and optimize team performance. Stay ahead of industry advancements in AI technologies, and advocate for their integration to address technical challenges and elevate service delivery.

MINIMUM QUALIFICATIONS:

• Minimum of 12 years of relevant work experience and a Bachelor’s degree or equivalent experience.
• Proven track record of implementing AI functionality into support organizations.

• Manage a team of technical support professionals, ensuring timely and effective resolution of technical issues.
• Develop and implement troubleshooting protocols and maintenance processes to enhance system reliability and minimize downtime.
• Drive root cause analysis for complex technical issues, driving solutions that address underlying problems and prevent recurrence.
• Guide others to identify opportunities for optimizing processes and improving system performance.
• Establish and enforce best practices for technical support, ensuring compliance with organizational and industry standards.
• Oversee the maintenance and repair of systems and equipment, ensuring operational efficiency and extending asset lifespan.
• Evaluate and integrate new tools, technologies, and methodologies to improve support functions and streamline operations.
• Monitor key performance metrics related to technical support operations, providing regular updates and actionable insights to leadership.
• Advocate for continuous improvement initiatives, fostering a culture of technical excellence and proactive problem-solving within the team.