The Product Planner Lead is responsible for overseeing the delivery of reporting and analysis services to client for the Product Planner team, ensuring that all service requirements are met effectively and efficiently. This role typically focuses on the delivery of reports and analysis in support of optimizing LLM models for client. The Product Planner Lead plays a key role in coordinating between client and the Product Planners and ensuring that the agreed service level agreements (SLAs) are met. Additionally, the Product Planner Lead, will oversee the team of Product Planners, managing the performance.
Please note that this position is not directly related to gaming; it focuses on AI engine development.
Key Responsibilities and Activities
Service Delivery Management:
- Ensure that the AI Research services are delivered to the client according to agreed service levels.
- Monitor and manage performance, adjusting as needed to meet targets and service levels.
Performance Monitoring:
- Track key performance indicators (KPIs) and service level agreements (SLAs) to ensure services are meeting the expected standards.
- Address performance issues or gaps and develop corrective actions to improve results.
Customer Relationship:
- Act as the primary point of contact for clients regarding service issues, escalations, and requests.
- Ensure customer satisfaction by resolving issues quickly and maintaining clear communication.
- Build and maintain strong relationships with clients, understanding their unique networking requirements and delivering tailored solutions.
Team Management:
- Lead and coordinate the team responsible for service delivery, ensuring roles and responsibilities are well defined.
- Provide support and guidance to team members to improve their performance and productivity.
- Ensure all parties are aligned and working collaboratively to meet project goals and deliver exceptional service outcomes.
Security and Compliance:
- Identify potential risks to service delivery and develop mitigation plans.
- Ensure that the service delivery process is flexible enough to address unforeseen challenges.
- Ensure all service delivery processes align with zero trust security principles and industry compliance standards.
Reporting and Analysis:
- Prepare and present reports on service performance, issues, and resolutions to senior management or stakeholders.
- Analyze trends in service delivery, customer feedback, and operational performance to drive decision-making.
Continuous Improvement:
- Identify areas where service delivery can be improved and implement new processes, tools, or strategies.
- Ensure that service delivery processes are continuously reviewed and refined for efficiency and effectiveness.
- Bachelor's degree in Computer Science, Cognitive Science, Business, or a related field.
- Proven experience in service delivery management within the AI or Software services industry.
- Strong understanding of Prompt Engineering, AI fundamentals, and LLMs.
- Demonstrated success in managing customer satisfaction and service excellence in a high-tech environment.
- Excellent communication and interpersonal skills, with the ability to articulate complex concepts to both technical and non-technical stakeholders.
- Management Skills: 1+ years’ experience in leading teams with larger than 3 people.
- This role requires availability during Pacific Time (PST) business hours.
- Base pay of $29/h - $35/h, depending on experience.
- Benefits package including Medical, Dental and Vision
- Vacation and sick leave - Keywords offers vacation accrued at 15 days per calendar year, 2 floaters and sick leave accrued at 56 hours per year (unless otherwise required by local laws), based on a 40 hour work week
- Life & Disability coverage
- Paid Basic and AD&D insurance
- Voluntary Legal, Accident, Critical Illness and Hospital Indemnity coverage
- Voluntary FSA
- 401(k) retirement plan
Keywords Studios is dedicated to following a well-established Equal Opportunities Policy. We endeavor to create a workplace, which provides for equal opportunities for all employees and potential employees.
Note to Recruitment Agencies
Please be advised that Keywords Studios does not consider unsolicited resumes, or any form of contact initiated by unauthorized third parties, including recruitment or placement agencies, unless a pre-existing, valid agreement is in place. Any fees incurred by unauthorized third parties will not be compensated by Keywords Studios.
Privacy Notice
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Role Information: EN
Studio: Keywords Studios
Location: Americas, United States
Area of Work:
Service: Globalize
Employment Type: Permanent
Working Pattern: Full Time, On-site
What We Do
Keywords Studios is an international technical and creative services provider to the global video games industry and beyond.
We bring to life digital content that entertains, connects, challenges and educates people worldwide.
Established in 1998, and now with more than 65 facilities in 22 countries strategically located in Asia, the Americas, Australia and Europe, we provide integrated art creation, marketing services, software engineering, testing, localization, audio and customer care services across more than 50 languages and 16 games platforms to a blue-chip client base of more than 950 clients across the globe.
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