Manager, AI Productivity Platform Support

Job Description

Manager, AI Productivity Platform Support (Glean)

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Location: NYC, Hybrid. Early East Coast start to overlap UK business hours.

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The Role and What You'll Do

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TKO is seeking a Manager, AI Productivity Platform Support to keep Glean, TKO's enterprise AI assistant and search platform, running reliably for employees across WWE, UFC, IMG, PBR, On Location and TKO corporate.

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This role owns platform health, Level 2 (L2) support, release testing, incident response, migration readiness, and escalation to Glean. It is primarily an operations and service-reliability seat, with an automation-first mandate. The role is expected to automate repeatable support and administration workflows within approved guardrails and support strategic support for the platform.

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The Manager, AI Productivity Platform Support will:

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• Own the L2 Glean support queue in ServiceNow. Triage, troubleshoot and resolve tickets routed from the IT Service Desk, including partnering with the IT team on access and provisioning, connector and permission issues, identity and alias problems, and wrong or stale results.
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• Identify and automate repeatable support workflows. Review recurring tickets and administrative tasks, prioritize the highest-volume manual work, and use approved Glean workflows, agents, or automations for intake, triage, knowledge retrieval, connector-reset guidance, and status updates
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• Check platform health daily: connector sync and crawl status, sign-in (single sign-on, SSO) errors, admin console alerts, and user feedback such as downvoted answers. Act before issues spread.
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• Test every new Glean feature and release before it is turned on for users. Run a standing test group across tenants and personas, check permissions and data exposure, and recommend enable, pilot or hold. Beta features stay off until they pass.
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• Escalate real product defects to Glean Support with a reproducible case. Track each one through to a fix, keep users and stakeholders updated, and close the loop. Hold Glean to its response times, and track time to work around around and time to resolution separately.
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• Lead first response on platform incidents: contain the issue (for example, disabling a feature), update stakeholders, and write the root cause analysis (RCA).
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• Maintain the runbook, help desk scripts, job aids, verified answers, and approved support automations so the Service Desk resolves more issues on first contact and fewer tickets reach L2.
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• Publish a weekly report: ticket volume and categories, response and resolution times, aging, and open Glean escalations.
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• Partner with the Glean support and account team, IT Service Desk, Infrastructure, Information Security and the AI Products & Platforms team on provisioning, configuration changes, connector requests ,and release timing.
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• Extend the same support model to other AI tools as TKO adopts them (for example Claude, Replit and Harvey).
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You Have These

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• 2+ years in SaaS application administration, L2 support or platform operations for an enterprise tool used by thousands of employees.
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• Hands-on admin experience with an enterprise AI or knowledge platform (Glean, Microsoft 365 Copilot, ChatGPT Enterprise, Claude or comparable) or a complex collaboration platform (Microsoft 365, SharePoint, Slack, Okta).
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• Experience using AI tools, workflow automation, scripting, or agent-based approaches to reduce repetitive support or administrative work.
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• Working knowledge of identity and access: SSO, user provisioning, Entra ID or Okta groups, and how document permissions carry over from source systems.
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• Strong troubleshooting. You can tell a user error from a permissions issue, a connector failure or a real product bug, and prove which one it is.
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• Experience running a ticket queue in ServiceNow or Jira Service Management against service levels, including vendor escalations.
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• Experience testing releases or configuration changes before rollout: test plans, test groups, pass/fail and go/no-go calls.
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• Clear writing: runbooks, RCAs and plain-English updates for non-technical users and executives.
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• Sound judgment with sensitive data. Admin access in this role can expose employee content.
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We'd Love If You Also Have These

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• Glean admin experience (connectors, admin console, Insights, Answers).
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• Experience supporting AI assistants and agents in production, including retrieval and permissions issues.
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