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.
• Performance and quality reporting for multiple stakeholders, including success, product/engineering, and leadership.
• Retraining/retuning/prompting engines as required, and consolidating client feedback and feature requirements for review and triage by Helpshift Product teams.
• Onboarding new clients, ensuring that all teams understand Customer Success's rollout plans and requirements, and tracking detailed client rollout plans based on CSM client prioritization and technical deployment requirements.
• Ensuring clear process is in place for both new client onboarding, and ensuring clients' data is of sufficient quality and quantity to provide tuned engines where required.
• Owning go-live process and workflows, managing the Helpshift MT specialist, and 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, 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.

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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