Manager, Self-Service & AI Enablement
Motorola Solutions
full-time
Posted on:
Location Type: Remote
Location: Missouri • United States
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Salary
💰 $120,000 - $135,000 per year
About the role
- Optimize self-service performance - partner with our data, digital, and services teams to make data-informed improvements that enhance content and platform performance to increase overall self-service success
- Drive scalability through digital - enable the organization to handle 90% of customer contacts digitally, leveraging high-quality knowledge generated from assisted interactions (phone, email, chat).
- Advance content quality & knowledge base health - build processes that transform raw usage data into actionable insights, creating feedback loops between customer behavior and content quality
- Expand the knowledge program (KCS) across the enterprise - Partner with the Knowledge Team to extend KCS principles beyond Support—into Customer Success (“solution best practices”) and Sales Engineering (“commercial and deal architecture best practices”), strengthening cross-functional reuse & alignment.
- Lead the transformation towards “Agentic experiences” - collaborate with Digital, AI, and IT teams to evolve our self-service ecosystem from static content delivery to AI-driven, action-oriented experiences.
Requirements
- Bachelor's Degree
- 7+ years of experience in services, digital support operations or similar business experience
- Proven track record combining expertise in Knowledge Management, Digital Experience, and Self-Service Enablement across complex or regulated technology environments
- Expertise in KCS methodology (Practitioner or Trainer level preferred)
- Experience developing and leveraging analytics tools to measure and improve content performance.
- Legal authorization to work in the U.S. indefinitely is required.
Benefits
- Incentive Bonus Plans
- Medical, Dental, Vision benefits
- 401K with Company Match
- 10 Paid Holidays
- Generous Paid Time Off Packages
- Employee Stock Purchase Plan
- Paid Parental & Family Leave
- and more!
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Knowledge ManagementDigital ExperienceSelf-Service EnablementKCS methodologyAnalytics toolsData-informed improvementsContent performance measurementAI-driven experiencesProcess buildingFeedback loops
Soft Skills
CollaborationCross-functional alignmentLeadershipCommunicationOrganizational skillsProblem-solvingCustomer focusScalability mindsetTransformational thinkingAdaptability
Certifications
Bachelor's Degree