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Cloud AI Customer Voice Manager

San Jose Metro Area, CA

Posted: 03/21/2019 Job Type: Engineering Job Number: JN -032019-23993
Project Manager (Cloud AI)
Sunnyvale, CA


Background
  • We re looking for an exceptional candidate to manage the Cloud AI Strategy Team s customer feedback database, dashboard and reporting to support product excellence
  • This role includes: managing customer feedback triage and reporting process
  • All of these endeavors require someone with excellent organizational skills, strong interpersonal skills, fast learner, independent self-starter, and ability to work well cross-functionally
Responsibilities
  • Manage Cloud AI Feedback triage and reporting process
  • Support triage of Cloud AI customer facing team feedback on AI use cases
  • Management of database where feedback resides. Involves maintaining cadence of feedback upload and tagging of feedback
  • Management of feedback taxonomy
  • Creation of biweekly newsletters with top pieces of feedback across feature requests for supported products, bugs for supported products, use cases across industry verticals.
  • Aid in the creation of Monthly Metrics and Insights deck on top issues and use cases coming in through customer facing teams.
  • Uncover and stand up additional channels of feedback on Cloud AI use cases to grow database of sources
  • Training and best practice documentation for feedback process
  • Create and maintain feedback process documentation to ensure continuity
Skill/Experience/Education
Mandatory
  • BA/BS degree or equivalent practical experience
  • Proven program or project management experience with 2-3 years experience managing complex projects interfacing with multiple cross-functional teams and demonstrated ability to deliver
  • Demonstrated hands-on experience creating, analyzing, and reporting metrics for all aspects of project and program management including development, testing, bugs, issues, etc. Strong stakeholder management and communication skills and the ability to balance multiple relationships and partners
  • Excellent problem-solving, critical thinking, and analytical skills and experience in applying project management techniques
  • Excellent verbal and written communication skills; communicate clearly and effectively with multiple and diverse stakeholders across businesses, leadership, and teams
Desired
Preferred Qualifications
  • Previous experience in AI
  • Strong interpersonal and relationship-building skills with the ability to influence people and get results without having direct authority
  • Capability to think strategically, balancing a broad range of internal and external factors when identifying problems, proposing solutions, and making decisions
  • Strong attention to detail balanced by the ability to envision and communicate the big picture
  • Outgoing, highly organized, adaptable, and tenacious; able to deal with ambiguity and change
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