Project Manager Technical: Customer Service Knowledge Domain Expert

Project Manager – Technical: Customer Service Knowledge Domain Expert

At Red Hat the Global Customer Service team offers an inclusive and collaborative environment where professionals work together to build solutions for data quality, governance, and knowledge management. Red Hat is the place for you to apply your skills in data quality, AI, and project management while nurturing your leadership capabilities.

The Global Customer Service team is looking for a Project Manager – Technical: Customer Service Knowledge Domain Expert to join us in Pune, India. In this role, you will report to the Global lead of customer service and work on shaping the Red Hat Global Customer Service team's data quality and governance strategies, collaborating with AI experts, data scientists, engineering, and business stakeholders. You'll be responsible for defining standards, implementing quality programs, and driving continuous improvement across our customer data and knowledge systems. You will ensure our data and processes meet the highest standards of accuracy, security, searchability and usability, enabling effective self solve solutions and decision-making. As a Project Manager in this team, you will gain deep insights into AI applications, data governance practices, and enterprise-level customer service operations.

In this role, you will have the opportunity to showcase your leadership skills, drive impactful solutions to complex challenges, and contribute meaningfully to Red Hat's success while gaining broad visibility across the organization.

What Will You Do?

• Contribute to defining, evolving and collaboratively executing the data quality and governance strategy for customer data, knowledge bases, and support records
• Lead the implementation of data quality standards, metrics (KPIs), validation routines, and feedback loops across knowledge assets and customer interaction records
• Collaborate closely with AI model developers, engineers, and business stakeholders to align data quality efforts with AI initiatives and product improvements
• Guide process design for continuous data quality monitoring and implement automated validation tools and best practices
• Champion a culture of data quality and governance, conducting training and communication programs to drive awareness and adoption
• Evaluate and recommend data quality tools and technologies, including KCS V6 practices and AI-powered solutions
• Develop domain-specific quality programs focused on Knowledge Management, support case quality, and voice of customer insights
• Act as a prompt engineer for AI-assisted support tools, ensuring accuracy, efficiency, and security in AI-driven customer interactions
• Monitor and report on data quality metrics, perform root cause analyses, and drive corrective and preventive actions across teams

What Will You Bring?

• Bachelor's degree in Data Science, Computer Science, Information Systems, Business Analytics, or a related field
• 8-10 years of experience in data quality, governance, or data management, with at least 2 years in a leadership or project management role
• Experience implementing enterprise-level data quality strategies, ideally supporting AI/ML initiatives
• Familiarity with knowledge management systems (e.g., CMS platforms) and CRM tools like Salesforce Service Cloud
• Strong understanding of data lifecycle management, profiling, cleansing, validation, and quality dimensions
• Excellent communication and stakeholder management skills, with the ability to influence and align cross-functional teams
• Solid project management skills and the ability to handle multiple initiatives in a fast-paced environment
• Conceptual understanding of AI/ML and their reliance on high-quality data
• Passion for continuous learning and driving data-driven improvements

The Following Are Considered a Plus:

• Certifications in Data Governance, Data Quality, or Project Management methodologies
• KCS V6 Certification
• Experience with natural language processing (NLP) applications and challenges in unstructured data quality
• Familiarity with responsible AI practices and data ethics principles
• Familiarity with industry best practices for data ethics and responsible AI

#customerservice #projectmanagement #KCSV6 #Knowledgedomainexpert #Globalteam

About Red Hat is the world's leading provider of enterprise software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact.

Inclusion at Red Hat Red Hat's culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from different backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions that compose our global village.

Equal Opportunity Policy (EEO) Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.

Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.

Red Hat supports individuals with disabilities and provides reasonable accommodations to job applicants. If you need assistance completing our online job application, email application-assistance@redhat.com. General inquiries, such as those regarding the status of a job application, will not receive a reply.