Partner with engineering, business, support, and content stakeholders to define requirements, prioritize investments, manage dependencies, and drive successful program execution. Develop product requirements, technical specifications, business processes, and operational plans that enable scalable and sustainable solutions. Analyze data and business metrics to identify insights, measure outcomes, and inform strategic and operational decisions. Drive cross-team alignment, risk management, readiness planning, stakeholder communications, and delivery accountability across multiple concurrent initiatives. Identify opportunities to apply automation and AI technologies to improve knowledge management processes, operational efficiency, and customer outcomes. Bachelor's Degree AND 4+ years experience in engineering, product/technical program management, data analysis, or product development 2+ years of experience managing cross-functional and/or cross-team projects. Experience gathering business requirements and translating them into technical specifications, functional requirements, and actionable delivery plans. Experience using data to drive decisions, measure outcomes, and influence business and technical stakeholders. Demonstrated ability to communicate effectively with technical and non-technical audiences, including engineers, architects, business leaders, and support organizations. Bachelor's Degree AND 8+ years experience engineering, product/technical program management, data analysis, or product development OR equivalent experience. 6+ years of experience managing cross-functional and/or cross-team projects. 1+ year(s) of experience reading and/or writing code (e.g., sample documentation, product demos). Experience working with large-scale content, documentation, knowledge management, support engineering, or information systems environments. Experience querying and analyzing data using business intelligence, reporting, or analytics platforms. Experience developing technical specifications, process documentation, and program plans for complex systems or services. Demonstrated ability to manage multiple concurrent initiatives and drive execution across highly matrixed organizations. Proven problem-solving skills and ability to navigate ambiguity while delivering measurable business outcomes. Software engineering or software development background with experience working closely with engineering teams throughout the product lifecycle. Experience with AI, machine learning, Copilot, knowledge retrieval, search, content automation, or related technologies. Experience supporting enterprise-scale documentation, technical publishing, content platforms, or knowledge management systems. Experience using SQL, Kusto (KQL), Power BI, Azure Data Explorer, or similar business intelligence and analytics technologies. Demonstrated track record of innovation and delivering scalable solutions to complex business and technical challenges. Experience working in customer support, technical support, customer experience, or knowledge management organizations. Experience driving AI-first, automation, or digital transformation initiatives that improve business performance, operational efficiency, or customer outcomes.
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