Manager, Support Technology & Operational Intelligence

Project Management Institute (PMI) is a global nonprofit organization that promotes project management standards, certifications, and professional development worldwide. The organization is seeking a Manager, Support Technology & Operational Intelligence to lead digital transformation across support operations. This role focuses on implementing AI-enabled platforms, operational analytics, and automation to enhance decision-making, improve customer experience, and modernize support technology systems across sales operations and customer support functions.

Project Management Institute (PMI) is seeking a Manager, Support Technology and Operational Intelligence to lead the transformation of its support technology ecosystem. This role focuses on integrating AI-enabled platforms, advanced analytics, and automation into support operations to improve decision-making, operational efficiency, and customer experience. The manager will collaborate with leadership, CRM teams, IT, and customer support functions to develop scalable technology strategies that enhance global service delivery and operational insights.

Responsibilities:
- Develop and execute a multi-year roadmap aligning support platforms, analytics, AI capabilities, and customer experience strategies
- Lead the evaluation, implementation, and optimization of support technologies and operational intelligence platforms
- Identify high-impact AI use cases and implement LLM-driven solutions and workflow automations
- Drive analytics initiatives that support revenue optimization, operational efficiency, and customer satisfaction
- Collaborate with cross-functional teams to redesign processes, eliminate inefficiencies, and implement data-driven improvements
- Manage vendor relationships including platform evaluations, contract negotiations, and performance monitoring

Requirements:
- Bachelor’s degree in Business, Data Analytics, Information Systems, or a related field
- Minimum of 10 years experience in customer operations, support systems, digital transformation, or process improvement
- At least 5 years leading analytics, BI, or support systems teams
- Experience implementing CRM systems, support platforms, and workflow automation tools
- Familiarity with BI and analytics tools such as Tableau, Power BI, Looker, or ThoughtSpot
- Experience with AI, machine learning, or conversational AI applications in customer support environments

Benefits:
- Competitive compensation and benefits based on geographic location
- Professional development and skill growth opportunities
- Access to a global professional network
- Flexible work options supporting work-life balance

This role provides the opportunity to shape enterprise support systems through AI-driven innovation while contributing to PMI’s mission of improving project management practices worldwide.