AI & Automation Strategy Manager, Customer Support

View full description

Requirements:

• 5+ years of experience managing self-service/knowledge management systems in a customer support environment
• Experience with AI/ML implementations in customer service, from RFI to strategy and tools (and deep investments with vendors and technical partners)
• Proven track record of implementing successful self-service strategies with measurable results
• Strong technical project management experience with self-service technologies
• Experience with data analysis and ability to translate insights into actionable improvements
• Demonstrated success in cross-functional project leadership
• Proficiency in project management tools (Asana, Jira) and analysis tools (Excel, PowerPoint)
• Outstanding communication and stakeholder management skills
• Experience with customer support operations and understanding of support metrics

Responsibilities:

• Develop and execute a comprehensive self-service strategy that drives adoption while maintaining high CSAT scores
• Lead the implementation and optimization of self-service technologies including knowledge bases, chatbots, and automated workflows
• Build and maintain metrics dashboards to track self-service success rates, deflection rates, and cost savings
• Partner with cross-functional stakeholders to ensure seamless integration of self-service solutions across all customer touchpoints
• Identify opportunities to leverage AI/ML to enhance self-service capabilities
• Drive continuous improvement through data analysis and customer feedback
• Establish and monitor KPIs specific to self-service performance
• Create and maintain documentation of processes, best practices, and standard operating procedures