Are you a dreamer, innovator, thinker and a do-er who believes in contributing to something that makes difference?
Make an impact. Join PMI.
How will you make a difference to PMI?
The Manager, Operational Insights & Support Systems serves as a strategic leader responsible for modernizing SOCS support technical ecosystem through AI-enabled platforms, operational analytics, and digital transformation. This role unifies support platforms, data intelligence, and predictive insights into a single capability that drives proactive decision-making, automation, and scalable performance across Sales Operations and Customer Support. Partnering closely with CRM, IT, and SOCS leadership, this role develops and executes a multi-year roadmap that advances AI adoption, strengthens customer and operational outcomes, and reduces manual effort through automation and future-state processes. The position translates business needs into integrated system strategies, ensuring support technologies, analytics, and AI investments deliver measurable impact, enterprise alignment, and improved customer experience.
What you'll bring to the role:
- Develop and execute a multi-year support technology roadmap aligning platforms, analytics, AI, and customer experience strategies across SOCS and enterprise partners.
- Guide the strategic direction of SOCS by defining service enablement strategies through technology and clearly communicating AI and technical concepts to both technical and non-technical stakeholders.
- Provide AI leadership by identifying high-value use cases, implementing LLM-based solutions and workflow automations, and driving enterprise-wide adoption across SOCS.
- Lead or partner in the evaluation, selection, implementation, integration, and optimization of support platforms, ensuring measurable business outcomes and continuous improvement.
- Identify and implement automation opportunities to streamline workflows, reduce manual effort, and improve operational efficiency, while supporting change management, training, and adoption.
- Serve as an internal thought leader on support innovation and AI, translating technical capabilities into business value through proposals, executive briefings, and strategic materials.
- Translate business goals into scalable, data-driven initiatives that drive revenue growth, cost efficiency, customer satisfaction, and operational excellence.
- Prioritize and sequence analytics initiatives to maximize business value, driving measurable ROI tied to revenue optimization, cost containment, and global business transformation.
- Manage vendor relationships, including platform evaluations, contract negotiations, renewals, performance monitoring, and SLA/ROI governance.
- Champion data literacy and democratization by enabling self-service reporting, training non-analyst audiences, and increasing data-driven decision-making.
- Collaborate cross-functionally to map current-state processes, identify inefficiencies, design future-state workflows, and optimize operations using data insights and root-cause analysis.
- Establish and enforce data governance standards, develop operational intelligence frameworks, conduct advanced analysis and modeling, ensure compliance (e.g., SOC 2, GDPR), and maintain playbooks and documentation to support sustained adoption and continuous improvement.
Role Qualifications:
- Bachelor's degree in Business, Data Analytics, Information Systems, or related field (preferred).
- 10+ years in customer operations, support systems, digital transformation, or enterprise process improvement
- 5+ years leading teams in analytics, BI, or support systems functions.
- 5+ experience with new and emerging digital support platforms including configuration
- 3-5 years working with AI/ML or conversational AI tools, especially in practical, support-driven use cases
- Proven success implementing support technologies (CRM, contact center, DAP, workflow automation) and BI tools (Tableau, Power BI, ThoughtSpot, Looker).
- Experience with AI/ML tools and conversational AI in customer-facing environments.
- Strong background in predictive analytics, KPI frameworks, and process optimization.
- Familiarity with CRM systems (Salesforce, Dynamics, HubSpot) and cloud data platforms (Snowflake, BigQuery, AWS Redshift).
- Preferred certifications: PMP, Agile/Scrum
What you can expect from us
We value and nurture an environment of inclusivity and diversity, and a culture of communication and collaboration. Your health, safety and well-being come first, and we believe that you should have time for your work, but you should also have time for you..
Join us and you'll get:
- an excellent total package, with compensation and benefits based upon your geographic location.
- skill development opportunities, to help you grow now and into the future.
- access to a global network, to enrich your professional experience.
- flexible options to help balance work time and your time
- award and bonus opportunities.
The salary offer will be based on several factors, including the candidate's demonstrated skills, qualifications and relevant experience.
Let's help make the world work better for everyone. Apply today!
Project Management Institute, Inc. is committed to providing equal employment opportunities without regard to sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected veteran status, or any other characteristic protected by applicable law.
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PMI (Project Management Institute)
$129600-158300
Mar 02, 2026