About this role
The Manager – Customer Service Transformation and AI will drive AI-led service transformation initiatives, combining service strategy, AI solution design, and process improvement to reimagine customer service journeys and operations. The role involves leading workstreams from assessment through implementation, partnering with cross-functional teams to deploy AI use cases like virtual agents and intelligent routing to improve service productivity and customer experience.
Skills for this role
AI-led service transformationCustomer operationsContact center transformationService strategyAI solution designProcess improvementAutomationAnalyticsWorkflow orchestrationSalesforce Service CloudMicrosoft Dynamics 365 Customer ServiceServiceNow CSMGenesysNICEAmazon ConnectStakeholder management