Job Description
Join arenaflex, a world-leading provider of enterprise open source software solutions, in shaping the future of customer service and knowledge management. As a Project Manager – Technical: Customer Service Knowledge Domain Expert, you will play a pivotal role in driving arenaflex's data quality and governance strategies, collaborating with AI experts, data scientists, engineering, and business stakeholders. This is an exceptional opportunity to showcase your leadership skills, drive impactful solutions to complex challenges, and contribute meaningfully to arenaflex's success while gaining broad visibility across the organization. **About arenaflex** arenaflex is the world's leading provider of enterprise open source 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. arenaflexters 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 arenaflex** arenaflex'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)** arenaflex 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. **About the Role** The Global Customer Service team at arenaflex 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 arenaflex'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. **Key Responsibilities:** - 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 You Will 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 **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 **Career Growth Opportunities and Learning Benefits:** As a Project Manager – Technical: Customer Service Knowledge Domain Expert at arenaflex, you will have the opportunity to: - Gain deep insights into AI applications, data governance practices, and enterprise-level customer service operations - Develop leadership skills and drive impactful solutions to complex challenges - Contribute meaningfully to arenaflex's success while gaining broad visibility across the organization - Collaborate with a diverse team of experts from various backgrounds and disciplines - Access training and development programs to enhance your skills and knowledge - Participate in arenaflex's open and inclusive culture, where everyone's voice is heard and celebrated **Work Environment and Company Culture Highlights:** - arenaflex offers a flexible work environment, with options for in-office, office-flex, or fully remote work - Our associates work across 40+ countries, with a diverse and inclusive culture - arenaflex is committed to equal opportunity and affirmative action, with a strong focus on diversity, equity, and inclusion - We celebrate our differences and encourage everyone to bring their best ideas, no matter their title or tenure - arenaflexters are passionate about solving complex problems and making an impact **Compensation, Perks, and Benefits:** arenaflex offers a competitive compensation package, including: - A salary that reflects your experience and qualifications - Comprehensive benefits, including health insurance, retirement plans, and paid time off - Opportunities for professional growth and development - A flexible work environment, with options for in-office, office-flex, or fully remote work - Access to arenaflex's open and inclusive culture, where everyone's voice is heard and celebrated **How to Apply:** If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you and exploring how you can contribute to arenaflex's success. **Note:** arenaflex 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 related to unsolicited resumes or CVs except as required in a written contract between arenaflex and the recruitment agency or party requesting payment of a fee. arenaflex supports individuals with disabilities and provides reasonable accommodations to job applicants. If you need assistance completing our online job application, email [email protected]. General inquiries, such as those regarding the status of a job application, will not receive a reply. Apply for this job