Program Manager, Support Operations

SF, CA (you must be located in SF, CA and be able to come into the office 2-3 times a week)

About the role...

HashiCorp is looking for a high-caliber and self- motivated Program Manager to help manage Support Operations AI/ML Projects and collaborate with other teams in the Support Organization as well as AI/ML vendors.  This candidate should have a strong background in Artificial Intelligence (AI), Machine Learning (ML), Natural Language Processing (NLP), Large Language Models (LLM), Generative AI and a keen enthusiasm for leveraging data and analytics. You are a fit if you thrive in a fast-paced culture that values essential communication, collaboration, and results. You are a self-motivated, detailed individual with an eye for  process improvement, project management and problem solving.

The ideal candidate for this role will be someone who has strong project management skills and experience with managing multiple projects with a large impact towards improving the Customer Experience using AI/ML tools within the Support Organization. For this role, the candidate should possess an unwavering enthusiasm for the field of data analytics, demonstrating a genuine passion for uncovering insights and deriving meaning from complex datasets. A passion for data analytics should be evident in their approach to problem-solving, decision-making, and their eagerness to contribute meaningfully to the organization's data-driven initiatives.

In this role you can expect to be...

• Working with the Support Team and other related cross-functional groups to create, define, project manage, execute, track, and report on all major Support Team initiatives to successful completion.
• Collecting AI/ML program requirements, setting up deliverables, reporting progress, managing stakeholder expectations, and acting as the key liaison between the Support Operations Team, AI/ML vendors and other teams in Hashicorp.
• Lead, plan, execute and deliver AI/ML programs ensuring alignment with organizational goals. 
• Creating AI/ML project plans with tight deadlines and overseeing execution to meet commitments and delivery with predictability.
• Work with our Global Support Analytics Lead, create dashboards and valuable insights for the Global Support organization.
• Implement quality assurance processes to ensure the accuracy and reliability of AI/ML models and applications and establish KPIs to measure success.
• Continuously improving processes, policies, and tools for tasks performed by Support Engineers and as well as within and outside the Support Operations team.
• Effectively communicating and collaborating with managers and other stakeholders across the organization to improve the Support Engineer and Customer Experience.
• Working and collaborating with team outside of Support to drive and complete various initiatives

You may be a good fit for our team if you have...

• Over 5 years of experience as a technical program manager or experience with project management in a fast growing technology company.
• Experience in managing AI/ML programs from initiation to completion is required.
• In-Depth knowledge of AI/ML/NLP/LLM, Generative AI, Data analytics and Dashboard design. 
• Strong Understanding of SDLC, program management principles, AI/ML technologies and best practices as it relates to Security.
• Experience with SQL queries and ability to perform exploratory analysis to identify trends in large datasets is required.
• Experience using Jira, Confluence and Change Management best practices is required.
• Strong understanding of data modeling, data warehousing and data mining techniques.
• Experience with data visualization tools such as Tableau, PowerBI are required.
• Certifications in PMP, Certified Scrum Master, PMI-ACP, CAPM are a plus.
• Excellent problem solving, analytical, and troubleshooting skills
• Well-organized, excellent work ethic, attention to detail, and self-starting
• Experience with Zendesk as a User and as an Administrator is a plus.
• Experience with Snowflake is a plus.
• Experience in or with Support and Support Operations is a plus
• Strong written and verbal communication skills — technical writing experience a plus
• Bachelor’s degree in Engineering, Computer Science,  IT or related field or equivalent professional experience is a plus
• Hybrid: In the SF, CA HQs 2-3 times a week