Head of Customer Service Automation & AI Workflows

Remotedxb

Dubai

On-site

AED 300,000 - 520,000

Full time

14 days+

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Job summary

KnowBe4 is seeking a senior operations-lead to bridge Customer Success and Support with BizApps/ePMO in a fast-paced SaaS environment. You will decompose complex processes into actionable requirements, define the capabilities roadmap, and drive automation and AI initiatives to enhance workflow efficiency.

You will partner with leadership to identify gaps, prioritize initiatives, and track progress with robust OKRs and success metrics.

Qualifications

Bachelor's degree or equivalent required.
5+ years in leadership roles delivering cross-functional SaaS initiatives.
Experience liaising between business stakeholders and technical delivery teams.
Experience with workflow automation, AI agents, or large language models (LLMs).
Hands-on Salesforce experience (SalesCloud/ServiceCloud).
Experience with PMO frameworks and roadmapping tools such as Jira.

Responsibilities

Act as the primary liaison between Customer Success & Support and BizApps/ePMO.
Decompose business processes into system requirements, Jira epics, and stories.
Own and maintain the Customer Success and Support capabilities roadmap.
Identify and champion opportunities for workflow automation and AI agent adoption.
Partner with leadership to identify process gaps and system-enabled improvements.
Drive roadmap prioritization and facilitate regular cadences with technical teams.
Monitor delivery of roadmap initiatives and communicate status to leadership.
Develop OKRs and success metrics to measure effectiveness.