Engagement Lead OR AI Service Manager

Engagement Lead / AI Service Manager

Chicago, IL(Onsite)

The Engagement Lead will serve as the single point of accountability for the engagement and will oversee the performance of the complete AI Support Pod.

Key responsibilities will include:

• Overall client relationship and service governance
• SLA, KPI and service-performance management
• Escalation and critical-incident coordination
• Oversight and workload management of the four-person team
• Monthly service reporting and executive-level communication
• Coordination with Anthropic, OpenAI and other technology vendors as required
• Governance of knowledge-transfer activities and internal readiness
• Identification and implementation of continuous service improvements.