Manager, AI Productivity Platform Support (Glean)

Who We Are:

Manager, AI Productivity Platform Support (Glean)

Title: Manager, AI Productivity Platform Support

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

The Role and What You'll Do

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.

This role owns platform health, Level 2 (L2) support, testing of new features before they reach users, and escalation to Glean. It is an operations seat, not a build seat. The person in this role does not build agents. They make sure the platform, connectors and access work so everyone else can.

The Manager, AI Productivity Platform Support will:

• 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.
• 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.
• 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.
• 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 and time to resolution separately.
• Lead first response on platform incidents: contain the issue (for example, disabling a feature), update stakeholders, and write the root cause analysis (RCA).
• Run Glean readiness for infrastructure changes such as Microsoft 365 domain and SharePoint/OneDrive migrations. This covers wave-by-wave cutover checks, identity and connector validation, and user fixes like connector reset guides.
• Maintain the runbook, help desk scripts, job aids and verified answers, so the Service Desk resolves more on first contact and fewer tickets reach L2.
• Publish a weekly report: ticket volume and categories, response and resolution times, aging, and open Glean escalations.
• 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.
• Extend the same support model to other AI tools as TKO adopts them (for example Claude, Replit and Harvey).

You Have These

• 4+ years in SaaS application administration, L2 support or platform operations for an enterprise tool used by thousands of employees.
• 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).
• Working knowledge of identity and access: SSO, user provisioning, Entra ID or Okta groups, and how document permissions carry over from source systems.
• 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.
• Experience running a ticket queue in ServiceNow or Jira Service Management against service levels, including vendor escalations.
• Experience testing releases or configuration changes before rollout: test plans, test groups, pass/fail and go/no-go calls.
• Clear writing: runbooks, RCAs and plain-English updates for non-technical users and executives.
• Sound judgment with sensitive data. Admin access in this role can expose employee content.

We'd Love If You Also Have These

• Glean admin experience (connectors, admin console, Insights, Answers).
• Multi-tenant Microsoft 365 or tenant migration experience.
• Experience supporting AI assistants and agents in production, including retrieval and permissions issues.
• Experience running office hours or supporting a champion network.
• ITIL Foundation or similar service management training.
• Media, sports, entertainment or live events exposure (useful, not required).

Per local requirements and in the interest of transparency, the hourly rate shown below reflects the prevalent current hiring range for this position. Hiring pay rates are based on a number of factors, including location and may vary depending on job-related qualifications, knowledge, skills and experience. The company strives to provide locally competitive rewards packages, which include base rate along with, as applicable, short- and long-term incentives, growth and developmental opportunities, and robust benefits, such as health care, retirement, vacation and other paid time off, and additional offerings.

Hiring Rate Minimum:

Hiring Rate Maximum:

TKO is an Equal Opportunity Employer and complies with all applicable federal, state, and local laws regarding non-discrimination in employment. TKO makes employment decisions based on merit and qualifications, without considering an employee’s or applicant’s race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, marital status, veteran status, or any other basis prohibited under federal, state or local laws governing non-discrimination in employment in every location in which the Company has facilities. TKO also provides reasonable accommodations for qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and applicable state or local laws. For information about Privacy and Information Security for TKO employment candidates, please review our Privacy Policy. For information regarding Terms of Use for this and other TKO websites, please review our Terms of Use.