Senior Manager - Customer Service Transformation and AI

About the role

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What you'll do

• Advise C-suite stakeholders on customer service transformation strategies, including AI adoption, digital channels, and experience-led service design
• Define target operating models, business cases, and transformation roadmaps aligned to enterprise priorities
• Identify value levers across cost reduction, experience improvement, and automation
• Lead pursuits: RFP responses, solution proposals, pricing, and executive stakeholder engagements
• Build practice offerings in collaboration with CCaaS and AI platform partners to differentiate service capabilities

What you need

• 8–12 yrs of experience
• Customer service
• CRM
• NLP
• Data privacy
• AWS
• Microsoft Dynamics
• Any graduate

Good to have

• Salesforce
• SAP
• Google Analytics