Service Delivery - GenAI Monitoring & Analysis

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
A smarter store starts with smarter communication. Theatro, our user-friendly, voice-driven AI platform provides retail workers with real-time, discreet, and efficient communication - helping them stay safe and productive while delivering top-notch customer service.
Job Description

We are seeking a detail-oriented and analytical professional to join our Service Delivery team, focusing on Generative AI (GenAI) Monitoring and Analysis. In this role, you will oversee the performance, reliability, and user experience of deployed GenAI solutions. You will work across teams to identify performance trends, proactively detect issues, analyze usage and feedback data, and support the continuous improvement of AI services.

Key Responsibilities:

• Monitor the health and performance of deployed GenAI systems using logs, metrics, dashboards, and user feedback
• Analyze AI outputs, identify anomalies, and surface quality concerns or potential model drift
• Collaborate with engineering, product, and data science teams to triage and resolve issues
• Maintain documentation for monitoring processes, incident response, and known issues
• Track and report on KPIs related to GenAI usage, stability, responsiveness, and accuracy
• Drive root cause analysis and recommend operational improvements or retraining needs
• Facilitate feedback loops between end-users and technical teams to improve GenAI outputs
• Contribute to the development of playbooks, escalation paths, and runbooks for GenAI services
• Support readiness efforts for new GenAI releases and features from a service delivery perspective
• Remain flexible and shift focus to support other key-projects as business needs evolve

Required Qualifications:

• 3+ years in a service delivery, operations, data analysis, or product support role, ideally in a tech or AI environment
• Familiarity with Generative AI concepts and LLM (Large Language Model) applications
• Strong analytical skills with experience working with large datasets and interpreting system logs
• Experience using monitoring and incident management tools
• Effective communicator with a user-first mindset and the ability to work across functions
• Understanding of SLAs, KPIs, and service health monitoring best practices

Preferred Qualifications:

• Experience supporting or monitoring GenAI-powered applications in production environments
• Exposure to AI/ML model evaluation techniques or prompt testing workflows
• Knowledge of prompt engineering and/or fine-tuning LLMs
• Prior experience in an enterprise SaaS or platform environment

Target Base Salary Range: $85,000 - $115,000 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.

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Basic Requirements

Bachelor's degree

3+ years in a service delivery, operations, data analysis, or product support role, ideally in a tech or AI environment

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.