Orchestrate the AI-driven support roadmap and scale generative AI capabilities alongside agent-facing tools to drive self-resolution, improve efficiency, and minimize unnecessary contacts.
Guarantee 100% operational readiness for critical product launches and platform migrations while holding teams accountable to exceeding core metrics including Customer Satisfaction (CSAT), resolution, and repeat-contact rates.
Build scalable support models for various external partner segments and optimize customer journeys to maximize premium subscription trial conversion and reduce user churn.
Create tight feedback loops with product and engineering teams to resolve underlying tool gaps while managing high-priority executive escalations for regulatory compliance.
Coach, and mentor Support Experience professionals, fostering a high-trust culture while driving performance management and continuous upskilling.

gUP Platform and Devices Manager, Health Product Excellence

Job Description