Customer Support Business Transformation Planning Specialist
Skills
About the Role
You will redesign merchant and user customer-support operations with AI assistance. You will identify suitable AI use cases from inquiry data and workflows, design AI-enabled processes and automation, define KPIs, measure results, and drive improvements. You will align direction with management, coordinate with planning, development, and operations stakeholders, and lead implementation and adoption.
Requirements
- Experience leading business transformation projects
- Experience driving AI utilization or automation projects
- At least 2 years of experience coordinating stakeholders and consolidating business requirements
Responsibilities
- Identify AI application areas, analyze issues, and plan operational improvements using inquiry data and workflows
- Design customer-support processes and operations using generative AI and AI assistance
- Define KPIs, visualize operations, measure outcomes, and plan and execute improvement initiatives
- Align with management and related departments and provide reporting
- Lead the strategy, implementation, and adoption of AI-enabled customer-support transformation
- Drive the planning, negotiation, and implementation of semi-automation that enables collaboration between people and machines
Benefits
- Hybrid workstyle
- Super-flexible working hours with no core hours
- Weekends, public holidays, year-end, and New Year holidays
- Annual paid leave of 14 days in the first year, prorated by joining month and available from the start date
- Personal leave of 3 or 5 days per year for illness, injury, medical appointments, and family or pet care
- Social insurance, including health, pension, employment, and workers' compensation insurance
- Corporate defined-contribution pension plan
