Job Description
We are looking for an Manager – Gen AI & Automation to drive next-generation customer support initiatives across our e-commerce platform. This role will own and scale Gen AI-led solutions such as Voicebots, Agent Co-pilot, Chat automation, and CRM-integrated workflows to improve customer experience, agent productivity, and cost efficiency.
The ideal candidate comes from a customer support or contact center background, has hands-on experience with automation / AI initiatives, understands CRM systems deeply, and can work cross-functionally with Product, Engineering, Operations, and external vendors.
Key Responsibilities
Gen AI & Automation Ownership
•Own end-to-end delivery of Gen AI initiatives including Voicebot, Chatbot, Agent Co-pilot, auto-summarization, and notes automation
•Identify high-impact customer journeys for automation and drive solution design
•Continuously optimize models and workflows to improve CSAT, AHT, FCR, containment, and cost metrics
Customer...
The ideal candidate comes from a customer support or contact center background, has hands-on experience with automation / AI initiatives, understands CRM systems deeply, and can work cross-functionally with Product, Engineering, Operations, and external vendors.
Key Responsibilities
Gen AI & Automation Ownership
•Own end-to-end delivery of Gen AI initiatives including Voicebot, Chatbot, Agent Co-pilot, auto-summarization, and notes automation
•Identify high-impact customer journeys for automation and drive solution design
•Continuously optimize models and workflows to improve CSAT, AHT, FCR, containment, and cost metrics
Customer...
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