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Martin G.
Ai Implementation Manager, Digital Customer Experience @SOPHiA GENETICS
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WORK HISTORY
Ai Implementation Manager, Digital Customer Experience @SOPHiA GENETICS
Boston, MA, US
AI-First Customer Service Strategy: Defining and owning the AI vision for Customer Support and Digital CX, applying LLMs and automation across intake, triage, resolution, self-service, and customer communications.Production AI Deployment & Scaling: Designing, piloting, and scaling AI systems in live support environments, including intelligent triage, routing, agent assist, and multilingual translation, with a focus on accuracy, adoption, and measurable outcomes.AI Governance, Risk & Quality: Establishing responsible AI operating models, including guardrails, human-in-the-loop workflows, performance evaluation, and compliance alignment in regulated, mission-critical contexts.AI-Driven Service Platforms & Workflow Optimization: Implementing AI within existing service platforms (e.g, Jira Service Management, customer portals, SSO, surveys) to improve request classification, routing accuracy, reporting, and operational decision-making.Customer Intelligence & Executive Enablement: Applying AI to customer signals (tickets, sentiment, NPS/CSAT) to surface insights, predict risk, and translate complex AI initiatives into clear executive narratives and roadmaps.
EDUCATION
New England Conservatory of Music
Certificate, Jazz/Jazz Studies
The Juilliard School
Evening Divison, Composition and Piano
Full Sail University
Bachelor of Science - BS, Music Business
Full Sail University
Associate of Science - AS, Recording Arts
SKILLS
ABOUT MARTIN G.
I’m an operations leader who builds systems that work for people, for mission, and for growth. With a background in team management, workflow optimization, and community-driven programming, I turn complexity into clarity and help organizations scale without losing their soul.My work lives at the intersection of operational rigor and human-centered design. I specialize in improving access, aligning cross-functional teams, and driving strategic initiatives that make a measurable impact. I’m especially passionate about supporting mission-driven orgs, creative ecosystems, and spaces where equity and innovation go hand in hand.Always open to connecting with collaborators, builders, and organizations doing bold work.
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