Manager, Customer Care Technology & Automation

Own the technology ecosystem powering Customer Care, setting the roadmap and optimizing systems like Zendesk, Ada, and Sierra. Lead AI strategy for customer support, including chatbot performance, LLM evaluation, and governance for quality and compliance. Drive automation and efficiency through workflow and routing improvements, while defining key technology performance metrics and building executive dashboards. Partner across Product, Engineering, Data, Security, and vendors to deliver integrations, reliability, and scalable support operations.