About the Role

The Manager, Platform & Automation leads the Platform & Integrations and Automation & Workflow teams within the Digital Support & AI organization. This role ensures that the technical backbone of AI-powered support including system integrations, data pipelines, workflow automation, and infrastructure is reliable, scalable, and fit for purpose. You will manage a team of engineers and specialists, translating support and AI strategy into working platform solutions.

What You Will Do

• Lead, hire, and develop the Platform & Integrations and Automation & Workflow teams
• Own the systems architecture and integration strategy across Salesforce, Zendesk, AWS Connect, and other core platforms
• Oversee the design, build, and maintenance of workflow automation flows and case resolution paths
• Ensure data pipelines between knowledge, case management, and AI systems are reliable and well-governed
• Partner with K...