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.

Requirements

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

Benefits

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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Senior Technical Project Manager (Pune)