Support AI Operations Manager

Job Description

We are looking for a Support AI Operations Manager to drive and coordinate the growing portfolio of AI initiatives across QAD Support. This role will provide dedicated ownership for ensuring AI opportunities are identified, prioritized, coordinated across teams, and successfully moved from concept and pilot through implementation, adoption, and measurable business outcomes.

The ideal candidate combines strong project and program management skills with a practical understanding of AI technologies and delivery models. This person will serve as a bridge between Support and technical teams, bringing structure, governance, and accountability to AI initiatives without being responsible for hands-on AI development.

This is an individual contributor role that will work closely with Support leadership and cross-functional partners across Engineering, Product, IT, Data, Security, and other relevant teams.

Key Deliverables:

AI Strategy, Roadmap & Governance

• Own and maintain the Support AI roadmap, ensuring initiatives are aligned with Support priorities and broader QAD AI strategy.

• Establish and maintain governance processes to evaluate, prioritize, and manage AI opportunities across Support.

• Create consistent operating mechanisms for AI initiative reviews, status reporting, decision-making, and leadership visibility.

• Track the overall portfolio of AI initiatives, including milestones, dependencies, risks, resource requirements, and expected business outcomes.

AI Project & Program Management

• Manage AI use cases from initial intake and evaluation through prioritization, pilot, implementation, adoption, and ongoing optimization.

• Coordinate cross-functional AI projects across Support, Engineering, Product, IT, Data, Security, and other stakeholders.

• Develop project plans, establish milestones and owners, identify dependencies, and proactively remove roadblocks.

• Partner with technical teams and external vendors as needed to ensure initiatives are delivered effectively and in accordance with business requirements.

• Ensure AI initiatives have clear success criteria and measurable outcomes, including productivity improvements, cost savings, customer experience improvements, and impact on key Support metrics.

AI Adoption & Enablement

• Drive adoption of AI tools and capabilities across Support by partnering with leaders and teams to integrate AI into existing workflows and processes.

• Identify and address barriers to adoption, including process, technology, training, and change-management needs.

• Coordinate communications, training, documentation, and enablement activities to support successful implementation.

• Monitor adoption and effectiveness following implementation and identify opportunities for continued improvement.

Opportunity Identification & Continuous Improvement

• Partner with Support leaders and subject matter experts to identify opportunities where AI can improve operational performance and the customer experience.

• Evaluate potential use cases across areas such as Support productivity, case diagnostics, knowledge management, case resolution, customer self-service, and mean time to resolution (MTTR).

• Help assess the feasibility, potential value, risks, and organizational readiness of proposed AI use cases.

• Maintain awareness of emerging AI capabilities and identify opportunities to apply new technologies to Support operations.

Risk, Security & Data Governance

• Partner with technical, security, legal, and data governance teams to ensure AI initiatives comply with QAD's AI, security, privacy, and data governance requirements.

• Ensure appropriate governance and risk considerations are incorporated throughout the AI project lifecycle.

• Help establish repeatable processes for evaluating and managing AI-related risks within Support.

Qualifications

Education

• Bachelor’s Degree in Information Technology, Business Administration, or a related field; equivalent professional experience will also be considered.

Experience:

• Overall 8-10+ years working within support with 2–3+ years of hands-on experience managing AI initiatives, AI projects, or AI-enabled business transformation programs.

• Additional experience in project management, program management, operations, or business transformation.

Technical Skills:

• Practical understanding of AI technologies, use cases, implementation approaches, and AI delivery models; hands-on AI development experience is not required.

Soft Skills:

• Demonstrated ability to manage multiple cross-functional initiatives simultaneously and drive projects from concept through implementation and adoption.

• Strong organizational and project management skills, with the ability to establish structure, manage competing priorities, and maintain accountability across stakeholders.

• Strong analytical skills and the ability to evaluate business cases, define success measures, and track outcomes and ROI.

• Excellent communication and stakeholder management skills, with the ability to effectively translate between business and technical teams.

• Experience working with technology, product, engineering, data, or IT teams.

• Ability to operate effectively in a fast-paced, evolving environment where priorities and technologies may change quickly.

• Strong problem-solving skills and a proactive approach to identifying opportunities and removing obstacles.

• Experience with Support, Customer Service, SaaS, or other technology-enabled operations is preferred.

Additional Information

• Your health and well being are important to us at QAD. We provide programs that help you strike a healthy work-life balance.

• Opportunity to join a growing business, launching into its next phase of expansion and transformation.

• Collaborative culture of smart and hard-working people who support one another to get the job done.

• An atmosphere of growth and opportunity, where idea-sharing is always prioritized over level or Hierarchy.

• Compensation packages based on experience and desired skill set

About QAD:

QAD | Redzone is redefining manufacturing and supply chains through its intelligent, adaptive platform that connects people, processes, and data into a single System of Action. With three core pillars — Redzone (frontline empowerment), Adaptive Applications (the intelligent backbone), and Champion AI (Agentic AI for manufacturing) — QAD | Redzone helps manufacturers operate with Champion Pace , achieving measurable productivity, resilience, and growth in just 90 days.

QAD is committed to ensuring that every employee feels they work in an environment that values their contributions, respects their unique perspectives and provides opportunities for growth regardless of background. QAD’s DEI program is driving higher levels of diversity, equity and inclusion so that employees can bring their whole self to work.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.