Company OverviewAt 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 DescriptionWe 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 feedbackAnalyze AI outputs, identify anomalies, and surface quality concerns or potential model driftCollaborate with engineering, product, and data science teams to triage and resolve issuesMaintain documentation for monitoring processes, incident response, and known issuesTrack and report on KPIs related to GenAI usage, stability, responsiveness, and accuracyDrive root cause analysis and recommend operational improvements or retraining needsFacilitate feedback loops between end-users and technical teams to improve GenAI outputsContribute to the development of playbooks, escalation paths, and runbooks for GenAI servicesSupport readiness efforts for new GenAI releases and features from a service delivery perspectiveRemain flexible and shift focus to support other key-projects as business needs evolveRequired Qualifications:3+ years in a service delivery, operations, data analysis, or product support role, ideally in a tech or AI environmentFamiliarity with Generative AI concepts and LLM (Large Language Model) applicationsStrong analytical skills with experience working with large datasets and interpreting system logsExperience using monitoring and incident management toolsEffective communicator with a user-first mindset and the ability to work across functionsUnderstanding of SLAs, KPIs, and service health monitoring best practicesPreferred Qualifications:Experience supporting or monitoring GenAI-powered applications in production environmentsExposure to AI/ML model evaluation techniques or prompt testing workflowsKnowledge of prompt engineering and/or fine-tuning LLMsPrior experience in an enterprise SaaS or platform environmentBasic RequirementsBachelor's degree3+ years in a service delivery, operations, data analysis, or product support role, ideally in a tech or AI environmentTravel Requirements Under 10%Relocation Provided NonePosition Type ExperiencedReferral Payment Plan YesOur U.S. Benefits include:
Incentive Bonus Plans
Medical, Dental, Vision benefits
401K
10 Paid Holidays
Generous Paid Time Off Packages
Employee Stock Purchase Plan
Paid Parental & Family Leave
and more!
EEO StatementMotorola 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 so we can assist you.
