Consumer Group Expert Services Operations, AI & Technology Enablement

What you'll do

• Manage and govern the full technology stack supporting daily operations for the Center of Excellence.
• Design and manage the infrastructure and processes for a cross-organizational escalation system.
• Represent COE interests in discussions with product and engineering teams to influence technology roadmaps.
• Develop frameworks to ensure organizational readiness for adopting emerging AI tools and capabilities.
• Manage internal support workflows, process documentation, and operational tooling for the COE team.
• Identify and test new technologies to improve expert operations and share knowledge with the broader team.
• Translate technical complexities into actionable operational plans for non-technical stakeholders.

What we're looking for

• 5–7 years of experience in technology operations, IT operations, product partnerships, business operations, or related fields.
• Experience supporting customer success, service delivery, or large workforce organizations (preferred).
• Demonstrated experience managing operational technology stacks, escalation systems, or cross-functional tech partnerships.
• Familiarity with AI/ML tools, Intuit Assist or similar platforms, CRM/CSMS tooling, or escalation management systems (preferred).
• Ability to translate technical complexity into operational clarity for non-technical audiences.
• Proven ability to manage multiple workstreams in a fast-paced environment while proactively managing risks and dependencies.
• Experience building and maintaining cross-functional partnerships with IT, product, and engineering teams.
• Ability to diagnose root causes of technical problems and develop frameworks for AI integration readiness.