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We are seeking a Senior Technical Project Manager to support the operational success of our AI features. The ideal candidate will be based in Pune to support our hybrid work setup requirements. The role will involve ensuring continuity of service for our mission-critical AI features and supporting the wider team in building and managing backlogs at portfolio level.

Responsibilities

• Hypercare and BAU: Orchestrate technical monitoring and reporting, analyse qualitative output, and handover to GSD/HS Ops.
• Ensure all operational processes are followed, and performance and quality reporting for multiple stakeholders.
• Retrain/re-tune/prompt engines as required, consolidate client feedback and feature requirements for review & triage by Helpshift Product teams.
• Onboard new clients, ensure that all teams understand Customer Success’s rollout plans + requirements and that the plan is articulated and followed.
• Track detailed client rollout plan, based on CSM client prioritization and technical deployment requirements.
• Ensure clear process is in place for both new client onboarding, and clients’ data is of sufficient quality and quantity to provide tuned engines where required.
• Own go-live process and workflows, manage the Helpshift MT specialist, and work 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, and 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, 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, and a 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, and external implementation + support partners.

Benefits

• Hybrid setup, worker's insurance, paid time off, and other employee benefits to be discussed by our Talent Acquisition team in India.

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