Toyota's Enterprise AI Department needs to enable AI adoption in daily workflows by developing and leading a global support strategy for AI applications, ensuring effective support, maintenance, and timely resolution of issues to meet business needs.
Requirements
- Minimum of 8-10 years of experience in application support, AI applications, or related fields, with a proven track record of leading successful support initiatives in a global context.
- Demonstrated expertise in incident management, performance monitoring, and user support for AI applications, with a strong understanding of best practices in application management.
- Experience with specific platforms (n8n, LangChain, enterprise orchestration tools)
- Certifications: AWS ML Specialty, Azure AI Engineer, or ITIL 4 with AI/ML context
- Experience with DevOps/MLOps practices
- Maintain deep technical understanding of AI technologies, APIs, and system architectures to effectively diagnose complex issues, guide support escalations, and collaborate with engineering teams on root cause analysis and resolution strategies.
- Relevant certifications in AI applications or IT service management.
Responsibilities
- Develop and lead the global support strategy for AI applications across Toyota, ensuring that all AI solutions are effectively supported and maintained to meet business needs.
- Maintain deep technical understanding of AI technologies, APIs, and system architectures to effectively diagnose complex issues, guide support escalations, and collaborate with engineering teams on root cause analysis and resolution strategies.
- Serve as technical liaison between support teams and engineering/data science teams, translating complex AI system behaviors and architectural considerations into actionable support strategies and user guidance.
- Oversee the global AI support team, coordinating efforts to provide timely and effective resolution of issues, optimizing performance, and ensuring user satisfaction across all regions.
- Establish and enforce best practices for support processes, incident management, and performance monitoring, ensuring compliance with organizational standards and industry regulations.
- Monitor support performance metrics and conduct regular assessments to identify areas for improvement, driving continuous enhancement initiatives across global operations.
- Provide expert guidance on AI support methodologies and tools, ensuring that Toyota remains at the forefront of operational excellence in AI application support.
Other
- This position is based in Plano, TX. The selected candidate will be expected to reside within a commutable distance of this location
- Master’s degree or equivalent experience in Computer Science, Engineering, Business Administration, or a related field.
- Exceptional leadership and interpersonal skills, capable of influencing and engaging with technical and non-technical stakeholders at all levels of the organization.
- Strong analytical and problem-solving abilities, with a data-driven approach to decision-making and operational management.
- Experience managing cross-functional teams in a complex environment, with a focus on delivering high-quality results in a fast-paced setting.
