AI at Zapier

At Zapier, we build and use automation every day to make work more efficient, creative, and human. So if you’re using AI tools while applying here - that’s great! We just ask that you use them responsibly and transparently.

Check out our guidance on How to Collaborate with AI During Zapier’s Hiring Process, including how to use AI tools like ChatGPT, Claude, Gemini, or others during our hiring process - and when not to.

About the Role

Support Readiness drives scalable, AI-driven systems and frameworks that ensure Support is prepared, confident, and aligned for every product and feature launch. To achieve this, the Readiness Program Manager (RPM) ensures that readiness, knowledge, and training operate as one cohesive ecosystem that continuously improves over time.

This role bridges project management, knowledge governance, and readiness to orchestrate the flow of information between Support, Product, Build, and the wider GTM team. The RPM ensures that everyone in Support has the right mix of knowledge and enablement, at the right time, to deliver a fast, accurate, and exceptional customer experience.

The RPM also owns Support’s training framework, along with the Readiness Specialist, and will partner with Tech Leads and Global Support ICs to coordinate new hire, upskilling, and refresher training. The RMP will foster feedback loops between Quality, VoC, and the queue-facing roles to understand pain points, trends, gaps, and insights that can be addressed through training initiatives.

Things You’ll Do

AI Integration & Process Optimization

Essential to this role is implementing AI-driven frameworks, tools, and workflows that streamline readiness access, tracking, and insight generation.
Partner with Technical Support Operations and Zapier on Zapier teams to formulate projects, ensure frameworks align with Support Brain and CoPilot initiatives, and to define success metrics for usage, content accuracy, confidence, and governance.
Build frameworks for human-in-the-loop QA and readiness validation, aligning with Zapier’s AI orchestration principles.

Readiness Ownership

Help direct/coordinate the day-to-day work of the Readiness Specialist, including readiness coordination, live trainings, curriculum refinement, knowledge updates, and general content creation, updates, and validation. There are no people management responsibilities associated with this role.
Own and continuously evolve Support Readiness, ensuring it’s scalable, predictable, measurable, and meeting ICs where they’re at. Here’s what this might look like:
- Evolving our current approach to Readiness to lean more heavily on AI and automation to ensure notifications are timely, relevant, drive engagement, and are surfaced to ICs in the right places.
- Creating and managing end-to-end readiness for new products and features by collaborating with Product and Build. As Product and Build standardize their use of ProductBoard and Epics, there’s an opportunity to build the robot and reduce the manual efforts rea