Knowledge AI Support Manager

Description -

The Knowledge AI Support Project Manager will be responsible for overseeing the support & maintenance of both the Generative AI Knowledge-GPT (K-GPT) Service and the Machine Learning Universal Intent Determination Service (UIDS). This role requires a strong understanding of AI and machine learning technologies, excellent project management skills, and the ability to collaborate with cross-functional teams to ensure the successful delivery and operation of these services. You will be responsible to ensure the operational success of the Knowledge AI Services. These services drive key HPI AI Support initiatives and channels and will be deployed across multiple platforms including product platforms such as HP’s flagship AI PC’s to enable Ai Conductor, across HP Employee Desktops to simplify Printer support, within the HP Virtual Assistant to support customers. In addition, the Machine Learning solution is being deployed to quickly and accurately identify why customers are requesting assistance so that we can surface the correct information.

Key Responsibilities:

Project Management:

• Develop and manage project plans, timelines, and budgets for the implementation and support of the Generative AI ChatGPT Service and the Machine Learning Intent Determination Service.
• Coordinate with internal and external stakeholders to ensure project milestones are met and deliverables are completed on time and within budget.
• Monitor project progress and provide regular updates to senior management and other stakeholders.

Service Implementation and Maintenance:

• Oversee the deployment and integration of the Generative AI ChatGPT Service and the Machine Learning Intent Determination Service into existing systems and workflows.
• Ensure the services are properly configured, tested, and optimized for performance and reliability.
• Develop and maintain documentation, including user guides, technical specifications, and support procedures.

Support and Troubleshooting:

• Provide technical support and troubleshooting assistance to users of the Generative AI ChatGPT Service and the Machine Learning Intent Determination Service.
• Identify and resolve issues related to service performance, functionality, and user experience.
• Collaborate with engineering and development teams to address and resolve technical challenges.

Collaboration and Communication:

• Work closely with cross-functional teams, including product management, engineering, data science, and customer support, to ensure the successful delivery and operation of our CS AI services.
• Facilitate communication and collaboration between teams to address project challenges and ensure alignment on goals and objectives.
• Conduct regular meetings and status updates with stakeholders to keep them informed of project progress and any issues that may arise.

Continuous Improvement:

• Monitor and analyze service performance metrics to identify areas for improvement and optimization.
• Monitor and report on AI Business Impact Metrics, work with client reporting data sets and metrics across multiple clients. Track AI accuracy and success metrics to ensure solution’s continuous improvement. Additionally, track overall impact of K-GPT success with Customer Self-support and correlate with overall call center operations metric trends to establish the level of impact.
• Implement best practices and process improvements to enhance the efficiency and effectiveness of the support and maintenance activities.
• Stay up-to-date with the latest developments in AI and machine learning technologies and make recommendations to incorporate relevant advancements into the services. Have expertise in AWS cloud deployments, security, availability and troubleshooting for operational reliability.

Education & Experience Recommended
• Four-year or Graduate Degree in Computer Science, Software Engineering, Information Systems, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 10+ years of work experience, preferably in product management, digital or software product development, or a related field.

Preferred Certifications
NA

Knowledge & Skills
• Agile Methodology
• Automation
• Change Management
• Computer Science
• Continuous Improvement Process
• JIRA
• Kanban Principles
• Lean Manufacturing
• Milestones (Project Management)
• New Product Development
• Process Improvement
• Product Management
• Project Engineering
• Project Management
• Project Planning
• Project Schedules
• Risk Management
• Scrum (Software Development)
• Software Development
• Sprint Planning

Cross-Org Skills
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Impact & Scope
• Impacts large functions and leads large, cross-division functional teams or projects.

Complexity
• Provides highly innovative solutions to complex problems within established policy.
 

Qualifications:

• Bachelor's degree in Computer Science, Data Science, Engineering, Technical Program Management or a related field.
• Proven experience in project management, preferably with AWS Cloud and plus if you have experience with AI and machine learning deployments using MS Azure Open AI (DaVinci).
• Strong understanding of AI and machine learning technologies, including natural language processing and intent determination.
• Excellent problem-solving and troubleshooting skills.
• Strong communication and interpersonal skills, with the ability to work effectively with cross-functional teams. Lead escalations when required with our IT and business partners and vendors to achieve rapid resolutions when required.
• Experience with project management tools and methodologies, agile tools such as JIRA for support tracking and Smart Sheet a plus.
• Ability to manage multiple projects and priorities simultaneously.

Preferred Qualifications:

• Master's degree in a related field.
• Experienced Agile Project Management Expert
• Program Communications and Facilitation Experience
• Experience with Generative AI technologies, such as ChatGPT.
• Experience with machine learning frameworks and tools.
• Knowledge of Agile software development and deployment processes, testing practices, troubleshooting methodologies and the ability to reason quickly for RCA.

#LI-POST

Job -

Schedule -

Shift -

Travel -

Relocation -

Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement