Head of Customer Experience Platform Segmentation Tech

Head of Customer Experience Platform Segmentation Tech Department: Community Operations Team: Strategy & Program Operations Location: San Francisco, United States Type: Full-Time **About the Role** The Head of Segmentation Platform will sit within the Global Service Design team and is responsible for design, development, build, evolution, management and scaling of our Customer Support Segmentation Platform — a core system that intelligently segments customers and support requests to drive operational efficiency, personalization, and service excellence. This role sits at the intersection of Community Operations (CommOps) and Customer Obsession (CO) Product. You will work closely with CommOps frontline teams to deeply understand their business requirements, use data to define segmentation logic, and collaborate with engineering and data science teams to build a scalable solution that optimizes segmented customer experience. Over time, this platform will evolve from a rules-based system to a fully AI-enabled segmentation engine, capable of dynamic routing, prioritization, experimentation and personalization of customer interactions across support options. You will also work closely with CO stakeholders to design scalable solutions and drive effective rollout strategies and engage with CommOps stakeholders to align them as needed. **What you’ll do** - Platform Ownership: Define the vision, strategy, roadmap and phased rollout of the Segmentation Platform for Customer Support - CommOps Partnership: Engage deeply with Operations teams to identify segmentation needs and usability requirements and translate them into platform requirements. The ultimate goal is to make a platform which is easy for CommOps stakeholders to use - Cross-Functional Collaboration: Act as the bridge between CommOps and CO — ensuring alignment on business goals, technical feasibility, and delivery timelines. This will require a good understanding of the Tech stack, dependencies on other platforms / product teams but also a good grounding in business priorities and ability to have an independent perspective - Platform Development: Partner with data science and product te