Support AI Operations Manager

Hiring for Support AI Operations Manager | Pune | Hybrid

Experience: 810+ Years

Location: Pune (Local Candidates Only)

Work Mode: Hybrid 3 Days Office (Wakad, Pune)

Notice Period: Immediate to 60 Days

Role: Individual Contributor

Job Summary:

We are looking for an experienced Support AI Operations Manager to lead and coordinate AI-driven transformation initiatives within a global software support environment.

The ideal candidate will have strong experience in Support Operations, SaaS or Technical Support, along with proven experience managing AI implementation projects.

This is not an AI development or coding role.

Required Skills:

• 810+ years of experience in Support / Customer Service / Technical Support Operations.
• Minimum 23 years managing AI initiatives or AI transformation projects.
• Strong project and program management experience.
• Experience coordinating with technical and business teams.
• Understanding of AI use cases in customer support.
• Excellent communication and stakeholder management skills.
• SaaS / Software Product industry experience preferred.

Important Eligibility Criteria

• Must be currently based in Pune.
• Must be comfortable working from the Wakad office 3 days per week.
• Must be available to join within 60 days.
• Hands-on AI development experience is not mandatory.

Roles and Responsibility:

• Own and maintain the Support AI roadmap and governance processes, ensuring initiatives align with
• Support priorities and the broader QAD AI strategy.
• Manage AI use cases end-to-end intake, evaluation, prioritization, pilot, implementation, adoption, and
• ongoing optimization.
• Coordinate cross-functional AI projects across Support, Engineering, Product, IT, Data, and Security.
• Develop project plans, establish milestones and owners, identify dependencies, and proactively remove
• roadblocks.
• Drive AI adoption across Support by partnering with leaders on training, communication, and change
• management.
• Partner with Support leaders and SMEs to identify and evaluate new AI use cases (e.g. case diagnostics,
• knowledge management, self-service, MTTR).
• Partner with technical, security, legal, and data governance teams to ensure AI initiatives meet QAD's
• compliance and risk requirements.