▷ 15h Left Project Manager Technical: Customer Service Knowledge Domain Expert

About the job At Red Hat the Global Customer Service team offers an inclusive and collaborative environment where professionals work together to build solutions for data quality governance and knowledge management Red Hat is the place for you to apply your skills in data quality AI and project management while nurturing your leadership capabilities The Global Customer Service team is looking for a Project Manager - Technical Customer Service Knowledge Domain Expert to join us in Pune India In this role you will report to the Global lead of customer service and work on shaping the Red Hat Global Customer Service team s data quality and governance strategies collaborating with AI experts data scientists engineering and business stakeholders You ll be responsible for defining standards implementing quality programs and driving continuous improvement across our customer data and knowledge systems You will ensure our data and processes meet the highest standards of accuracy security searchability and usability enabling effective self solve solutions and decision-making As a Project Manager in this team you will gain deep insights into AI applications data governance practices and enterprise-level customer service operations In this role you will have the opportunity to showcase your leadership skills drive impactful solutions to complex challenges and contribute meaningfully to Red Hat s success while gaining broad visibility across the organization What will you do Contribute to defining evolving and collaboratively executing the data quality and governance strategy for customer data knowledge bases and support records Lead the implementation of data quality standards metrics KPIs validation routines and feedback loops across knowledge assets and customer interaction records Collaborate closely with AI model developers engineers and business stakeholders to align data quality efforts with AI initiatives and product improvements Guide process design for continuous data quality monitoring and implement automated validation tools and best practices Champion a culture of data quality and governance conducting training and communication programs to drive awareness and adoption Evaluate and recommend data quality tools and technologies including KCS V6 practices and AI-powered solutions Develop domain-specific quality programs focused on Knowledge Management support case quality and voice of customer insights Act as a prompt engineer for AI-assisted support tools ensuring accuracy efficiency and security in AI-driven customer interactions Monitor and report on data quality metrics perform root cause analyses and drive corrective and preventive actions across teams What will you bring Bachelor s degree in Data Science Computer Science Information Systems Business Analytics or a related field 8-10 years of experience in data quality governance or data management with at least 2 years in a leadership or project management role Experience implementing enterprise-level data quality strategies ideally supporting AI ML initiatives Familiarity with knowledge management systems e g CMS platforms and CRM tools like Salesforce Service Cloud Strong understanding of data lifecycle management profiling cleansing validation and quality dimensions Excellent communication and stakeholder management skills with the ability to influence and align cross-functional teams Solid project management skills and the ability to handle multiple initiatives in a fast-paced environment Conceptual understanding of AI ML and their reliance on high-quality data Passion for continuous learning and driving data-driven improvements The following are considered a plus Certifications in Data Governance Data Quality or Project Management methodologies KCS V6 Certification Experience with natural language processing NLP applications and challenges in unstructured data quality Familiarity with responsible AI practices and data ethics principles Familiarity with industry best practices for data ethics and responsible AI customerservice projectmanagement KCSV6 Knowledgedomainexpert Globalteam About Red Hat is the world s leading provider of enterprise software solutions using a community-powered approach to deliver high-performing Linux cloud container and Kubernetes technologies Spread across 40 countries our associates work flexibly across work environments from in-office to office-flex to fully remote depending on the requirements of their role Red Hatters are encouraged to bring their best ideas no matter their title or tenure We re a leader in open source because of our open and inclusive environment We hire creative passionate people ready to contribute their ideas help solve complex problems and make an impact Inclusion at Red Hat Red Hat s culture is built on the open source principles of transparency collaboration and inclusion where the best ideas can come from anywhere and anyone When this is realized it empowers people from different backgrounds perspectives and experiences to come together to share ideas challenge the status quo and drive innovation Our aspiration is that everyone experiences this culture with equal opportunity and access and that all voices are not only heard but also celebrated We hope you will join our celebration and we welcome and encourage applicants from all the beautiful dimensions that compose our global village Equal Opportunity Policy EEO Red Hat is proud to be an equal opportunity workplace and an affirmative action employer We review applications for employment without regard to their race color religion sex sexual orientation gender identity national origin ancestry citizenship age veteran status genetic information physical or mental disability medical condition marital status or any other basis prohibited by law Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies We are not responsible for and will not pay any fees commissions or any other payment 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