• Own the support queue end-to-end: triage, investigate, resolve, and follow up with customers via Support Desk and email • Create clear bug reports (steps to reproduce, screenshots, expected vs actual behavior) and track escalations to Engineering • Improve support workflows and infrastructure: macros, tagging, routing, SLAs/expectations, and internal playbooks • Evaluate and recommend support tooling and processes to support scale (e.g., Zendesk vs Intercom) • Maintain and improve customer-facing and internal support documentation with manager (Help Docs, quick guides, Looms) • Participate in product QA/testing (including weekly bug bash) and proactively test workflows ahead of customer sessions • Monitor recurring issues and customer friction patterns; share insights with Product/Engineering to prevent repeats • Collaborate cross-functionally to support launches, incidents, and customer communications when needed

• You will be the "Manager" of our digital sales team. • You will be supported by Sales Enablement (for messaging), Operations (for data), and Sales Leadership to ensure your agents are performing at the highest level. • Design and configure autonomous agents using Salesforce Agentforce, Flow, and Data Cloud. • Create agents capable of handling the entire B2C sales cycle, from initial outreach and objection handling to final transactions and closing the deal without human intervention. • Architect agents that engage B2B leads, identify upsell opportunities, qualify budget/authority, and seamlessly hand off "hot" leads to human sales reps. • Write the "brain" of the agent, translating sales methodologies into system prompts and logic gates. • Monitor their conversation logs, analyze win/loss rates, A/B test different outreach personas, and continuously refine their ability to convert. • Ensure agents have access to the right data (CRM history, product inventory, pricing) to make accurate, hallucination-free decisions.

• Develop AI Agent Systems: Build intelligent search and task execution agents using ReAct, planning, and multi-agent frameworks (e.g., LangGraph, Dify, CrewAI) • Optimize End-to-End RAG Pipelines: Build and refine efficient RAG systems from ingestion, chunking, and embedding to hybrid vector search (OpenSearch), implementing precise grounding and citation • LLM Training & Alignment: Conduct advanced post-training (SFT, RLHF, continual pretraining) and align models for reliable JSON-schema function calling and external tool usage • Automated Evaluation & Iteration: Build offline/online evaluation pipelines using synthetic QA, retrieval metrics, and hallucination detection to continuously improve system performance and stability

• Define and lead the enterprise-wide AI strategy to align with BeOne Medicine’s vision and business priorities. • Develop a comprehensive data strategy, ensuring data is efficiently organized, integrated, and governed to serve as a foundation for AI-driven innovation. • Establish scalable frameworks for ethical and responsible AI use across the organization. • Design and implement a forward-thinking innovation strategy that leverages AI and emerging technologies to solve business challenges and create new market opportunities. • Build awareness and train the organization on AI capabilities, helping business and scientific teams understand how AI can improve their work. • Act as a bridge between technology and business functions, translating complex AI opportunities into clear, actionable use cases. • Empower teams to adopt AI-driven ways of working through education, workshops, and accessible tools. • Provide specialized resources and technical support for complex AI initiatives, ensuring teams have access to the expertise and infrastructure needed. • Guide the development and deployment of tailored AI solutions that support research, operations, and patient-centric innovation. • Establish partnerships with vendors, startups, and academic institutions to bring best-in-class AI tools and talent into BeOne Medicine. • Build and mentor a cross-disciplinary team of AI experts, data scientists, and engineers. • Foster a culture of innovation, experimentation, and continuous learning, ensuring BeOne Medicine stays at the forefront of AI and data innovation in healthcare. • Collaborate with executive leadership to ensure alignment and adoption of AI and data initiatives across all functions. • Oversee budgeting, resource allocation, and project management for AI and innovation projects to ensure efficient execution and deliver measurable results.