Senior Technical Project Manager – Customer Service Knowledge & Data Governance Expert (Global AI & Data Quality)

About arenaflex

arenaflex is a world‑leading provider of open‑source enterprise software solutions, delivering cutting‑edge Linux, cloud, container, and Kubernetes technologies to organizations across more than 40 countries. Our mission is to empower businesses to innovate faster by leveraging the collaborative power of open source communities. At arenaflex, we champion an inclusive, transparent, and collaborative culture where every voice matters, and ideas are judged on merit, not hierarchy.

Our Global Customer Service organization is a hub of innovation, focused on building robust data quality, governance, and knowledge‑management frameworks that enable customers to solve problems quickly, securely, and autonomously. By joining arenaflex, you will become part of a forward‑thinking team that blends AI, data science, and customer‑centric design to shape the future of enterprise support.

Why This Role Matters

In today’s data‑driven world, the accuracy, accessibility, and security of customer‑service knowledge bases are critical to delivering exceptional experiences. As a Technical Project Manager – Customer Service Knowledge Domain Expert, you will lead the design, implementation, and continuous improvement of data‑quality and governance programs that directly impact the effectiveness of AI‑powered support tools, self‑service portals, and decision‑making processes across arenaflex’s global customer base.

This role offers a unique blend of strategic influence, hands‑on technical execution, and cross‑functional leadership. You will work closely with AI model developers, data scientists, engineering teams, and business stakeholders to ensure that every piece of knowledge—whether a support article, case record, or chatbot prompt—meets the highest standards of quality, relevance, and compliance.

Key Responsibilities

• Strategic Planning: Define, evolve, and execute a comprehensive data‑quality and governance strategy for customer data, knowledge bases, and support records that aligns with arenaflex’s AI initiatives and business objectives.
• Standard Development: Establish data‑quality standards, key performance indicators (KPIs), validation routines, and feedback loops for knowledge assets and customer interaction records.
• Collaboration & Alignment: Partner with AI model developers, engineers, product managers, and business owners to synchronize data‑quality efforts with AI model training, product releases, and continuous improvement cycles.
• Process Design & Automation: Design end‑to‑end processes for continuous data‑quality monitoring, and implement automated validation tools, AI‑driven anomaly detection, and best‑practice frameworks.
• Change Management & Advocacy: Champion a culture of data stewardship by delivering training, communication programs, and community‑building activities that drive awareness and adoption of data‑quality practices.
• Tool Evaluation & Implementation: Research, evaluate, and recommend data‑quality tools, platforms, and technologies—including KCS V6 practices and AI‑enhanced solutions—to support arenaflex’s knowledge‑management ecosystem.
• Domain‑Specific Programs: Develop and manage quality programs focused on Knowledge Management, support case quality, and Voice‑of‑Customer insights, ensuring alignment with regulatory and compliance requirements.
• Prompt Engineering: Act as a prompt engineer for AI‑assisted support tools, crafting, testing, and refining prompts to guarantee accuracy, efficiency, and security in AI‑driven customer interactions.
• Metrics & Reporting: Monitor, analyze, and report on data‑quality metrics; conduct root‑cause analyses; and drive corrective and preventive actions across cross‑functional teams.
• Leadership & Mentorship: Lead project teams, mentor junior staff, and influence senior leadership to prioritize data‑quality initiatives that deliver measurable business value.

Essential Qualifications

• Bachelor’s degree in Data Science, Computer Science, Information Systems, Business Analytics, or a related discipline.
• 8–10 years of experience in data quality, governance, or data management, with at least 2 years in a leadership or project‑management capacity.
• Proven track record of implementing enterprise‑level data‑quality strategies, preferably in environments that support AI/ML initiatives.
• Hands‑on experience with knowledge‑management systems (e.g., CMS platforms) and CRM tools such as Salesforce Service Cloud.
• Deep understanding of data lifecycle management, profiling, cleansing, validation, and the various dimensions of data quality (accuracy, completeness, consistency, timeliness, and security).
• Exceptional communication and stakeholder‑management skills, with the ability to influence and align cross‑functional teams toward shared goals.
• Strong project‑management capabilities, including agile and waterfall methodologies, risk management, and resource planning.
• Conceptual knowledge of AI/ML pipelines and the critical role of high‑quality data in model performance.
• Passion for continuous learning, innovation, and driving data‑driven improvements across the organization.

Preferred Qualifications & Additional Skills

• Professional certifications in Data Governance (e.g., DGSP), Data Quality (e.g., CDQ), or Project Management (e.g., PMP, PRINCE2).
• KCS V6 Certification – demonstrating expertise in Knowledge‑Centered Service practices.
• Experience with Natural Language Processing (NLP) applications, particularly in handling unstructured data quality challenges.
• Familiarity with responsible AI practices, data ethics, and regulatory compliance frameworks (e.g., GDPR, CCPA).
• Proficiency in scripting or programming languages (Python, R, SQL) for data profiling, automation, and analytics.
• Experience with data‑quality tooling such as Informatica Data Quality, Talend, Collibra, or similar platforms.
• Ability to translate complex technical concepts into clear, actionable guidance for non‑technical stakeholders.

Core Skills & Competencies

• Analytical Thinking: Ability to dissect large data sets, identify patterns, and derive actionable insights.
• Leadership & Influence: Proven ability to lead cross‑functional teams, inspire collaboration, and drive consensus.
• Communication: Clear, concise, and persuasive communication—both written and verbal—tailored to diverse audiences.
• Problem‑Solving: Creative approach to solving ambiguous, complex problems with data‑centric solutions.
• Technical Acumen: Strong grasp of data‑management technologies, AI/ML fundamentals, and modern knowledge‑base architectures.
• Project Management: Mastery of project planning, execution, monitoring, and delivery within fast‑paced environments.
• Customer‑Centric Mindset: Deep empathy for end‑users and a commitment to enhancing the customer experience through high‑quality knowledge.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its employees. In this role, you will have access to:

• Mentorship from senior leaders in AI, data governance, and global customer service.
• Sponsored certifications and training programs (e.g., Data Governance, KCS, PMP).
• Opportunities to lead high‑visibility, enterprise‑wide initiatives that shape the future of AI‑enabled support.
• Cross‑functional rotations that broaden your expertise across engineering, product, and analytics teams.
• Participation in internal hackathons, knowledge‑sharing forums, and open‑source community events.

Work Environment & Culture at arenaflex

Our culture is built on the open‑source principles of transparency, collaboration, and inclusion. Whether you work from a modern office in Pune, a co‑working space, or remotely from anywhere in the world, you will find a supportive environment that encourages curiosity, creativity, and continuous improvement.

Key cultural pillars include:

• Inclusivity: A diverse workforce where every background, perspective, and identity is celebrated.
• Flexibility: Options for hybrid, fully remote, or office‑first work arrangements, tailored to your role and personal preferences.
• Innovation: Freedom to experiment, prototype, and iterate on ideas that can have a tangible impact on customers.
• Community: Active internal communities focused on AI, data ethics, knowledge management, and professional growth.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package that includes:

• Market‑aligned base salary and performance‑based bonuses.
• Comprehensive health, dental, and vision coverage for you and your dependents.
• Retirement savings plans with company matching contributions.
• Generous paid time off, parental leave, and flexible holidays.
• Professional development budget, tuition reimbursement, and certification support.
• Wellness programs, employee assistance resources, and mental‑health support.
• Technology stipend, home‑office allowance, and access to cutting‑edge tools.
• Employee resource groups, mentorship programs, and community‑service initiatives.

How to Apply

If you are ready to lead data‑quality transformation at a global scale, influence AI‑driven customer experiences, and grow your career within a vibrant, purpose‑driven organization, we want to hear from you. Submit your application through the arenaflex careers portal, and be prepared to showcase your expertise in data governance, project leadership, and knowledge‑management strategy.

Join arenaflex – Shape the Future of Customer Service Knowledge

At arenaflex, your work will have a direct impact on millions of users worldwide. By ensuring that our knowledge assets are accurate, searchable, and secure, you will empower customers to resolve issues faster, reduce support costs, and drive higher satisfaction scores. This is more than a job—it’s an opportunity to be at the forefront of AI‑enabled service excellence.

We look forward to welcoming a visionary leader who is passionate about data quality, eager to collaborate across disciplines, and committed to fostering an inclusive, innovative environment. Apply today and become a catalyst for change at arenaflex.