Head of Internal Tools & AI Platforms

Tactacam; Billings (MT); On-site; USD 140,000 - 190,000; Full time

Benefits offered by this job

Medical insurance

Dental & Vision

401(k) plan

Paid time off

Disability Insurance

Life Insurance

Job summary

Tactacam is seeking a senior Business Unit Leader for Internal Tools & Customer Excellence Platforms to define strategy, roadmap, and delivery for internal systems used to support customers.

You will oversee a portfolio including Customer Service Platform, ERP, Telco, IoT Core, and AI platforms, leading Product Owners and partnering with Engineering, Operations, and Customer Support to drive measurable customer excellence outcomes.

Qualifications

• Bachelor’s degree preferred but not required.
• 10+ years of product management experience with 4+ years leading product leaders or senior Product Owners.
• Experience with customer service platforms and multi-platform portfolio prioritization.
• Experience managing third-party technology partnerships and vendor negotiations.

Responsibilities

• Define and maintain a unified vision across the platform portfolio and prioritize investment by business value and health.
• Own the multi-quarter BU roadmap with clear goals and outcome metrics.
• Develop forward vision for integrated platform ecosystem and sequencing of work.
• Own product direction for internal agent console and Zendesk CS tooling integration.
• Hire, coach, and develop Product Owners responsible for platform domains.
• Oversee AI partnerships, vendor selection, terms, SLA, and make build-vs-buy decisions.
• Partner with Engineering, Customer Support, Operations, Finance, and AI platform consumers to align needs.
• Embed quality standards, release discipline, and post-launch measurement into each team.
• Capture incident learnings and ensure improvements across CS tools and AI partnerships.
• Represent the BU with executives showing progress, risks, and outcomes.

Skills

Systems thinking

Stakeholder management

Strategic roadmap

Leadership of product teams

Zendesk integration

ERP/CRM tooling

API & data model

AI/ML product decisions

Education

Bachelor’s degree in a related field

Tools

Zendesk

Salesforce Service Cloud

ERP systems (SAP/Oracle/NetSuite)

Job description

Tactacam is seeking a senior Business Unit Leader for Internal Tools & Customer Excellence Platforms to define strategy, roadmap, and delivery for internal systems used to support customers.

You will oversee a portfolio including Customer Service Platform, ERP, Telco, IoT Core, and AI platforms, leading Product Owners and partnering with Engineering, Operations, and Customer Support to drive measurable customer excellence outcomes.