Keywords Studios is seeking a Product Planner Lead to manage and coordinate service delivery for our client's AI Research and LLM model optimization initiatives. You will be the primary point of contact, ensuring services meet agreed levels while leading a team of Product Planners.

What You'll Do

Ensure 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.
Track KPIs and SLAs to ensure services meet expected standards.
Address performance issues or gaps and develop corrective actions.
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 client relationships, understanding their unique requirements and delivering tailored solutions.
Lead and coordinate the team responsible for service delivery, ensuring roles are well defined.
Provide support and guidance to team members to improve performance and productivity.
Ensure all parties are aligned and working collaboratively to meet project goals.
Identify potential risks to service delivery and develop mitigation plans.
Ensure service delivery processes are flexible enough to address unforeseen challenges.
Ensure all service delivery processes align with zero trust security principles and industry compliance standards.
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.
Identify areas for improvement and implement new processes, tools, or strategies.
Ensure service delivery processes are continuously reviewed and refined for efficiency and effectiveness.

What We're Looking For

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.
1+ years experience in leading teams with larger than 3 people.
Availability during Pacific Time (PST) business hours.

Team & Environment

You will lead and coordinate the team responsible for service delivery, overseeing a team of Product Planners.

Benefits & Compensation

Medical, Dental and Vision insurance
Vacation accrued at 15 days per calendar year
2 floaters
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
Compensation: $29/h - $35/h