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Provides advanced technical support for QAD ERP and Progress products, including installations, upgrades, configurations, troubleshooting, and database administration. Handles complex escalated incidents, performs Progress database optimization and backup/restore tasks, meets SLAs, documents solutions, develops knowledge resources, and communicates with customers and partners. Collaborates with R&D and Product Management, mentors junior staff, delivers training, and participates in rotating, weekend, and on-call shifts for global 24/7 support.

Administers and governs Support, Cloud Operations, and Customer Success analytics tools and processes. Builds accurate dashboards, reports, and performance metrics using Tableau, Looker Studio, BigQuery, Jira, SQL, and Excel. Applies machine learning, NLP, predictive analytics, and generative AI to identify trends, analyze support interactions, automate workflows, and deliver proactive insights. Monitors data quality, investigates processing issues, supports audits, prepares ROI and accrual reports, and leads selected departmental initiatives.

Drive cross-functional value creation and AI transformation initiatives: define measurable initiatives, build KPI dashboards and business cases, track execution, partner with functions and vendors, support operating model and SI transitions, and produce executive-ready reporting to realize measurable business impact.

Manage end-to-end implementation and deployment of Redzone software across multiple manufacturing clients. Lead customer onboarding for 6-12 week journeys, coordinate onsite success plans and coaching, ensure automation signals and Visual Factory infrastructure are installed and tested, manage risks and schedules, run weekly status calls, maintain project templates/training materials, and support configuration, expansion, and automation requests to achieve successful go-lives.

Drive expansion within existing enterprise manufacturing customers by selling Champion AI agents and upgrades to Adaptive ERP on AWS. Own end-to-end account growth: identify whitespace, build AI business cases, collaborate with Customer Success, manage complex cross-sell deals, maintain pipeline and forecasts, and cultivate executive relationships. Travel up to 50% to meet customers.

Own messaging, positioning, pricing narrative and thought leadership for QAD's AI and manufacturing platform. Partner with Product, Sales, Customer Success and Product Ops to shape packaging, pricing, content, launches, and sales enablement. Drive competitive positioning, customer case studies, analyst and conference presence, and act as product-marketing subject matter expert for high-stakes deals.

Lead AI product initiatives across internal and customer-facing products; own roadmap, define user stories and KPIs, manage backlog in JIRA, collaborate with Sales/Services and engineering, and drive delivery and measurable outcomes.

Lead the Integration Platform and Analytics roadmap while running an innovation portfolio (Horizon 3). Ship reliable, scalable products, prototype 3-5 AI/vision spikes yearly, convert winners into core products, and build/lead cross-functional engineering and product teams for global manufacturing deployments.

Lead product strategy and execution for Procure-to-Pay and Supplier Relationship Management at QAD. Define end-to-end procurement workflows, build AI agent and decision-service capabilities, partner across engineering, AI, sales, and customer teams, run customer discovery, and deliver measurable workflow improvements to reduce manual effort, mitigate supplier risk, and increase SRM adoption in manufacturing.

Lead and build a Product Operations function for AI-powered manufacturing software. Own portfolio prioritization, New Product Introduction (stage-gate) for AI products, capability-tier framework, trust and safety governance, and enforcement of product ownership. Hire and lead a small team, serve as strategic partner to the CPO, and ensure measurable learning and governance across the product portfolio.