Own the inbound issue queue (Jira): classify, prioritize, and route every ticket using a combination of judgment and AI-assisted tooling
Use AI to accelerate intake review: summarize tickets, detect duplicates, suggest classifications, and flag missing information before routing to Engineering
Enforce SLA discipline and keep status current across CS, Retrieval Ops, and Engineering
Identify recurring error types, onboarding gaps, and systemic issues across the portfolio — and as we expand to new product lines
Use AI tools to surface patterns across large ticket volumes faster than manual review allows
Drive insights and influence decision-making using data about customer pain points
Become the go-to internal expert for Client Success, Sales, and Ops turn to when they need to understand how something works or why something may not be working as expected
Act as the communication layer between Client Success, Retrieval Ops, and Engineering on issue status and coordinate resolution.

3
5 years of experience in operations, technical support, implementation, customer success, or a related field
Demonstrable AI-first working style: you already use AI tools daily, have built workflows around them, and can show concrete examples of productivity gains
Experience or familiarity with issue tracking tools like Jira
Strong pattern recognition across large, messy datasets of issues or tickets
Clear, concise written communication for both technical and non-technical audiences
Comfortable building process from scratch; energized by ambiguity, not slowed by it.

Product Operations – Enablement Manager

Key skills