Manager, Self-Service & AI Enablement

Company Overview

At Motorola Solutions, we believe that everything starts with our people. We're a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that's critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

Department Overview
The Customer Experience team is instrumental in shaping and delivering world-class services to progress our vision of being the easiest company to do business with in our industry.
Job Description

We are looking for an experienced professional to lead cross-functional initiatives that connect our Knowledge-Centered Service (KCS) methodology and our Digital programs.

As a Manager, Self-Service & AI Enablement, you will play a pivotal role in improving the quality, accessibility, and impact of our customer-facing knowledge and digital self-help ecosystem. This role blends content strategy, AI readiness, and digital experience optimization, to ensure that every customer interaction - whether human-assisted or self-served - creates value, builds trust, and drives continuous improvement.

Responsibilities:

• Optimize self-service performance - partner with our data, digital, and services teams to make data-informed improvements that enhance content and platform performance to increase overall self-service success
• Drive scalability through digital - enable the organization to handle 90% of customer contacts digitally, leveraging high-quality knowledge generated from assisted interactions (phone, email, chat).
• Advance content quality & knowledge base health - build processes that transform raw usage data into actionable insights, creating feedback loops between customer behavior and content quality
• Expand the knowledge program (KCS) across the enterprise - Partner with the Knowledge Team to extend KCS principles beyond Support-into Customer Success ("solution best practices") and Sales Engineering ("commercial and deal architecture best practices"), strengthening cross-functional reuse & alignment.
• Lead the transformation towards "Agentic experiences" - collaborate with Digital, AI, and IT teams to evolve our self-service ecosystem from static content delivery to AI-driven, action-oriented experiences.

Key performance metrics:

• Increased digital self-service rate and measurable case interception.
• Improvements in knowledge quality scores, content health, and AI-readiness metrics.
• Growth in digital engagement and customer satisfaction (CSAT).
• Expansion of KCS adoption across Customer Success and Sales Engineering.

Qualifications:

• 7 years of experience in services, digital support operations or equivalent experience
• Proven track record combining expertise in Knowledge Management, Digital Experience, and Self-Service Enablement across complex or regulated technology environments
• Expertise in KCS methodology (Practitioner or Trainer level preferred) and knowledge governance frameworks.
• Experience developing and leveraging analytics tools to measure and improve content performance.

Target Base Salary Range: $120,000 - $135,000 USD

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

Basic Requirements

• Bachelor's Degree
• 7+ years of experience in services, digital support operations or similar business experience
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Travel Requirements
Under 10%
Relocation Provided
None
Position Type
Experienced
Referral Payment Plan
Yes

Our U.S. Benefits include:

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 10 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave
• and more!

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you'd like to join our team but feel that you don't quite meet all of the preferred skills, we'd still love to hear why you think you'd be a great addition to our team.

We're committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.