Job Description
**About the Role**
The Head of Segmentation Platform will sit within the Global Service Design team and is responsible for design, development, build, evolution, management and scaling of our Customer Support Segmentation Platform - a core system that intelligently segments customers and support requests to drive operational efficiency, personalization, and service excellence.
This role sits at the intersection of Community Operations (CommOps) and Customer Obsession (CO) Product. You will work closely with CommOps frontline teams to deeply understand their business requirements, use data to define segmentation logic, and collaborate with engineering and data science teams to build a scalable solution that optimizes segmented customer experience. Over time, this platform will evolve from a rules-based system to a fully AI-enabled segmentation engine, capable of dynamic routing, prioritization, experimentation and personalization of customer interactions across support...
The Head of Segmentation Platform will sit within the Global Service Design team and is responsible for design, development, build, evolution, management and scaling of our Customer Support Segmentation Platform - a core system that intelligently segments customers and support requests to drive operational efficiency, personalization, and service excellence.
This role sits at the intersection of Community Operations (CommOps) and Customer Obsession (CO) Product. You will work closely with CommOps frontline teams to deeply understand their business requirements, use data to define segmentation logic, and collaborate with engineering and data science teams to build a scalable solution that optimizes segmented customer experience. Over time, this platform will evolve from a rules-based system to a fully AI-enabled segmentation engine, capable of dynamic routing, prioritization, experimentation and personalization of customer interactions across support...
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