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AI Integration & Process Optimization:
- Streamline readiness access, tracking, and insight generation using AI-driven frameworks.
- Partner with Technical Support Operations to formulate projects and define success metrics.
- Build frameworks for human-in-the-loop QA and readiness validation.
Readiness Ownership:
- Coordinate the day-to-day work of the Readiness Specialist.
- Evolve Support Readiness, ensuring it’s scalable, predictable, and measurable.
- Oversee the new hire training framework for Global Support.
Cross-Functional Readiness & Enablement:
- Serve as the primary readiness point of contact between Product and Engineering.
- Drive engagement and change management across Support.
- Delegate and manage the day-to-day workload of a Readiness Specialist.
Knowledge & Content Governance:
- Own the next iteration of our knowledge management and governance approach.
- Collaborate with TSO to establish review cadences and validation workflows for AI-generated content.
- Identify content and process gaps surfaced through QA, Tech Leads, Escalations, or VOC, etc., and address those gaps through readiness initiatives.
Zapier
Zapier builds and uses automation to make work more efficient, creative, and human. They are an all-remote company with a thoughtful approach to where their employees work.