Senior Platforms & Automation Consultant

GN Group; Ballerup; On-site; DKK 900,000 - 1,300,000; Full time

Benefits offered by this job

Flexible working

Travel opportunities

Job summary

GN Group seeks a Senior Platforms & Automation Consultant to advance our global support operations. You will lead onboarding of new teams and partners across India and Japan, ensuring readiness, training, and governance before go-live.

The role evolves into driving ongoing improvements in platforms, automations, and AI-enabled capabilities across the support function. You will bridge business needs with technical solutions, collaborate with Jabra Support and Product Owners, and influence

Qualifications

• Experience leading complex operational or transformation initiatives in global organizations.
• Experience onboarding teams or managing outsourced partners.
• Ability to translate business needs into practical technical solutions.
• Strong project and stakeholder management skills across regions.
• Track record in process improvement and automation initiatives.

Responsibilities

• Lead operational readiness for new support teams and external partners in India and Japan.
• Ensure processes, tooling, access, automation, and governance before go-live.
• Coordinate training activities and readiness plans with Knowledge & Learning.
• Drive on-site execution, issue resolution, and hyper care during onboarding and launch.
• Manage milestones, risks, dependencies, and overall go-live readiness.
• Collaborate with Jabra Support and regional stakeholders on operating models and handovers.
• Translate business needs into platform, process, and automation initiatives.
• Deliver process improvements, automations, and platform enhancements with Product Owners.
• Drive standardization, governance, and continuous improvement across global support ops.
• Identify opportunities to simplify work and improve customer/agent experience via automation and AI.

Skills

Project management

Stakeholder management

Process improvement

Digital transformation

Automation

Product ownership

Change management

Cross-functional collaboration

Strategic thinking

Communication

Tools

Zendesk

Salesforce

Amazon Connect

Job description

We are looking for a Senior Platforms & Automation Consultant to join our Global Customer Experience organization and play a key role in expanding and evolving our global support operations.

Initially, you will lead the operational readiness and onboarding of new support teams and external partners across India and Japan, ensuring they are equipped with the right processes, tools, training, and ways of working before go-live.

Following these launches, you will transition into a broader role within the Platforms & Automation team, driving continuous improvements across support processes, platforms, automations, and AI-enabled capabilities. You will act as a bridge between business needs and technical solutions, helping shape scalable customer support capabilities for the future.

This role is ideal for someone who enjoys building new capabilities from the ground up, driving organizational change, and improving operations through technology, automation, innovation, and AI-enabled ways of working.

You will help shape the future of our global support organization, build capabilities across countries, and work across business and technology in a visible, high-impact role with influence on both strategy and execution.

The Team you will be part of:

You will be part of the Global Customer Experience function and the Platforms & Automation team, responsible for driving platform ownership, process excellence, and automation initiatives across our support organization.

You will work closely with Jabra Support, Knowledge & Learning, Product Owners in Platforms & Automation, and stakeholders across multiple regions and functions. The role will involve significant cross-functional collaboration and periods of on-site support in India and Japan to ensure successful onboarding and go-live execution.

Your contribution is appreciated, and you will:

Support Expansion & Operational Readiness (Phase 1)

• Lead and coordinate operational readiness activities for new support teams and external partners in India and Japan.
• Ensure processes, tooling, access, automation, and governance are in place ahead of go-live.
• Coordinate training activities and readiness plans with Knowledge & Learning.
• Drive on-site execution, issue resolution, and hyper care during onboarding and launch.
• Manage milestones, risks, dependencies, and overall go-live readiness.
• Partner with Jabra Support and regional stakeholders on operating models, handovers, roles, and ways of working
• Gather and prioritize business needs and translate them into platform, process, automation, and AI initiatives
• Work with Platforms & Automation Product Owners and technical teams to deliver process improvements, automations, and platform enhancements.
• Act as the link between business stakeholders and technical teams, ensuring solutions are practical, scalable, and deliver value.
• Drive standardization, governance, and continuous improvement across global support operations.
• Identify opportunities to simplify work, reduce manual effort, and improve customer and agent experience through automation and AI
• Support the evaluation, implementation, and adoption of new technologies and digital capabilities within the support organization.
• Use data and insights to identify opportunities and measure impact

Change Management & Enablement

• Lead change management for new processes, tools, technologies, and ways of working
• Develop communication and adoption plans to support successful implementation
• Gather feedback after go-live and refine processes and solutions continuously
• Drive stakeholder engagement and act as a change champion across teams and regions.

To perform well in the role, we imagine that you:

• Have experience leading complex operational, transformation, or business change initiatives in global organizations.
• Have experience onboarding teams, implementing new ways of working, or managing outsourced partners.
• Are comfortable operating at the intersection of business, process, and technology.
• Have solid project and stakeholder management skills and can manage multiple initiatives simultaneously.
• Have experience with process improvement, automation, digital transformation, or product ownership.
• Have experience driving organizational change and technology adoption.
• Enjoy translating business challenges into practical technical solutions.
• Are highly organized, hands-on, and able to create structure in ambiguous environments.
• Have efficient communication and facilitation skills and can influence stakeholders across functions, regions, and seniority levels.
• Thrive on building something new and then continuously improving it.
• Are willing and able to travel internationally and support activities on location when needed.

We think you will be particularly successful if you:

• Have experience with customer service platforms such as Zendesk, Salesforce, Amazon Connect, or similar technologies.
• Have previously worked with outsourced support partners or global support transformations.
• Have experience with automation technologies, AI solutions, or digital enablement initiatives.
• Enjoy creating structure, simplifying complexity, and enabling teams to succeed.
• Are both process and outcome driven and have a strong “make it happen” mindset.

At GN, we support flexible working whenever possible and trust our people to balance flexibility with the need for in-person collaboration.

We are focused on an inclusive recruitment process

All applicants will receive equal consideration for employment. We encourage you to submit your CV without a photo to support an equal application process.

If you have any special requirements for the interview, please let the Hiring Manager know when accepting the invitation.

Join us in bringing people closer

GN brings people closer through our intelligent hearing, audio, video, and gaming solutions. Inspired by people and motivated by innovation, we create technology that enhances hearing and sight. We help people with hearing loss overcome real-life challenges, improve communication and collaboration for businesses, and deliver great experiences for audio and gaming users.

GN Store Nord A/S has entered into a definitive agreement for the sale of GN’s Hearing business to Amplifon S.p.A. to create a global leader in audiology. For GN Group, this creates an opportunity to expand our position in the large audio and video peripherals markets. Read more about the announcement here:.

We will close and unpublish the position once we have identified the candidate to hire, this might be before the above-mentioned date.

We hope you will join us on this journey and look forward to receiving your application.