Lead Architect, AI-Powered Customer Support

United States Digital Space LLC; Nashville (TN); Hybrid; USD 128,000 - 160,000; Full time

Benefits offered by this job

Medical/Dental/Vision insurance

Mental health benefits

Family building benefits

Child care & pet benefits

401(k) plan with company match

Paid time off

Parental leave (18 weeks)

Job summary

United States Digital Space LLC seeks a Senior Manager of Support Excellence to lead a multi-function enablement team focused on Knowledge Management, Quality, Learning & Performance, and Tooling Enablement. This role partners with Operations, Product, and Technology to craft an AI-native, human-enhanced support model at scale.

The leader will drive vision-to-execution, establish standards and OKRs, and manage 4–6 direct reports with 40–50 indirects.

Qualifications

• 8+ years in support, operations, or a related function with at least 3 years in multi-team leadership.
• Transformative leader with a clear vision for AI-native support.
• Proven ability to turn vision into execution across a multi-function portfolio.

Responsibilities

• Define and own an integrated vision for Knowledge Management, Quality, Learning & Performance, and Tooling Enablement.
• Expand AI fluency across the portfolio and drive model improvement.
• Set standards and OKRs, establish cadence for accountability and growth.
• Translate vision into execution, remove blockers, and drive delivery.
• Partner with Operations, Product, and Technology to empower agents and AI.
• Lead, develop, and retain a team of managers across functions.

Skills

Executive leadership

Cross-functional leadership

Strategic vision

Communication skills

AI strategy

Change management

Tools

Knowledge Management

Quality

Learning & Performance

Tooling Enablement

Job description

United States Digital Space LLC seeks a Senior Manager of Support Excellence to lead a multi-function enablement team focused on Knowledge Management, Quality, Learning & Performance, and Tooling Enablement. This role partners with Operations, Product, and Technology to craft an AI-native, human-enhanced support model at scale.

The leader will drive vision-to-execution, establish standards and OKRs, and manage 4–6 direct reports with 40–50 indirects.