Job Description
• Develop global service strategies and standard operating procedures (SOPs) across human-assisted and AI-driven support channels.
• Lead a team of Service Strategy Architects focused on designing holistic service frameworks encompassing customer service, business support, automation solutions.
The ideal candidate will have a Bachelor's degree in Business or related field with 5+ years of experience in customer service strategy SOP development automation planning omni-channel support operations including at least 3 years people management role Demonstrated expertise designing implementing large-scale services strategies covering both human AI-driven functions Strong analytical skills data driven decision-making complex environments Excellent leadership communication stakeholder relationships globally Familiarity AI automation technologies intelligent tagging systems highly desirable Experience eCommerce marketplace platforms preferred
