Key Responsibilities

• Develop and execute Customer Center Automation & Self-Service strategy aligned with business and customer experience goals.
• Lead implementation and optimization of AI-powered customer service, including AI Agents, chatbots, GenAI, virtual assistants, and self-service platforms.
• Monitor AI performance, customer satisfaction, containment rate, and service resolution.
• Analyze customer behavior and service data to identify opportunities for process and customer journey improvement.
• Collaborate with E-Commerce, Digital, IT, Marketing, Operations, and global teams on automation and CX initiatives.
• Manage projects, vendors/BPO partners, stakeholder alignment, and change management.
• Lead and coach team members on automation, AI, and self-service capabilities.
• Establish KPIs, reporting, governance, documentation, and continuous improvement initiatives.

Requirements

• Bachelor’s degree in Business, IT, Customer Experience, or related field.
• 3–5 years experience in Customer Service, CX, Digital Transformation, Automation, or related areas.
• 2–3 years experience leading projects, teams, or strategic initiatives.
• Hands-on experience with chatbots, AI, self-service, or customer support automation.
• Strong analytical skills and experience translating customer data into actionable improvements.
• Experience managing BPO/customer service vendors is preferred.
• Familiar with e-commerce platforms and customer support operations.
• Comfortable with tools such as Google Analytics, Looker, Tableau, or Excel dashboards.
• Basic understanding of AI prompt design / conversational logic.
• Strong communication, project management, and cross-functional collaboration skills.