Head of Customer Experience Platform Segmentation Tech

About the Role

The Head of Segmentation Platform will sit within the Global Service Design team and is responsible for design, development, build, evolution, management and scaling of our Customer Support Segmentation Platform - a core system that intelligently segments customers and support requests to drive operational efficiency, personalization, and service excellence.

This role sits at the intersection of Community Operations (CommOps) and Customer Obsession (CO) Product. You will work closely with CommOps frontline teams to deeply understand their business requirements, use data to define segmentation logic, and collaborate with engineering and data science teams to build a scalable solution that optimizes segmented customer experience. Over time, this platform will evolve from a rules-based system to a fully AI-enabled segmentation engine, capable of dynamic routing, prioritization, experimentation and personalization of customer interactions across support options.

You will also work closely with CO stakeholders to design scalable solutions and drive effective rollout strategies and engage with CommOps stakeholders to align them as needed.

What you'll do

• Platform Ownership: Define the vision, strategy, roadmap and phased rollout of the Segmentation Platform for Customer Support
• CommOps Partnership: Engage deeply with Operations teams to identify segmentation needs and usability requirements and translate them into platform requirements. The ultimate goal is to make a platform which is easy for CommOps stakeholders to use
• Cross-Functional Collaboration: Act as the bridge between CommOps and CO - ensuring alignment on business goals, technical feasibility, and delivery timelines. This will require a good understanding of the Tech stack, dependencies on other platforms / product teams but also a good grounding in business priorities and ability to have an independent perspective
• Platform Development: Partner with data science and product teams to build and test the platform
• AI Enablement: Lead the platform's evolution from rules-based to AI-driven segmentation, including experimentation with predictive and proactive models
• Data Strategy & Governance: Define data models, metrics, and feedback loops for continuous improvement and transparency
• User Enablement and scaling: Create documentation and processes that empower CommOps colleagues to leverage segmentation insights in daily decision-making. Define KPIs and monitor platform adoption, usefulness and business impact.

• 8+ years of experience in product operations, platform development or similar domains
• 2+ years of strong understanding of GenAI concepts and how to build platforms using Gen AI

• Strong understanding of customer support workflows and how data can enhance segmented experience
• Excellent collaboration skills with both technical and non-technical stakeholders
• Exceptional communication skills (both verbal and written)
• Familiarity with SQL and data visualization / reporting tools
• Proven ability to translate complex operational problems into structured, data-driven solutions
• Ability to quickly learn and contribute to the improvement of any Tech stack
• Strong business acumen and ability to learn about business context quickly
• Having an independent perspective at all times and ability to align leaders around it
• Proven leadership experience managing cross-functional or multidisciplinary teams
• Engineering and MBA / Consulting experience
• Experience working with segmentation engines
• Experience in Operations or program management
• Familiarity with prompt engineering or LLM evaluation
• Familiarity with technologies like Python or similar
• Ability to thrive in a fast-paced, ambiguous environment