project manager for AI-powered customer service

HireHi; Greater London; On-site; GBP 80,000 - 120,000; Full time

Benefits offered by this job

Гибкий график

Бонусы

Путешествия и скидки

Страхование здоровья

Помощь в обучении

Программа поддержки сотрудников

Job summary

HireHi ищет руководителя проектов, отвечающего за лидерство инициатив по искусственному интеллекту в службе поддержки. Вы будете вести проекты от дискавери до развёртывания, сотрудничать с инженерными командами и внешними поставщиками, чтобы улучшить качество сервиса и удовлетворённость клиентов.

Кандидат должен иметь опыт в управлении AI/автоматизацией, знание CX-процессов и способность общаться с руководством на понятном языке, включая управление изменениями и обучение агентов.

Qualifications

• Опыт ведения IT/AI-д проектов в службе поддержки/CX.
• Умение строить дорожные карты и OKR по ИИ.
• Опыт взаимодействия с внешними подрядчиками и внутренними командами.

Responsibilities

• Руководить end-to-end реализацией проектов ИИ и автоматизации в службе поддержки.
• Разрабатывать дорожную карту инициатив ИИ в соответствии с OKR и бизнес-приоритетами.
• Контролировать сроки, бюджеты, риски и коммуникации с заинтересованными лицами.
• Координировать внешних подрядчиков и внутренние команды для интеграции ИИ-решений с CRM/телефонией.
• Отслеживать показатели ИИ: CSAT, containment, дефлекцию и т.д.

Skills

Управление проектами

AI-проекты

Стейкхолдер-менеджмент

Agile/Scrum

Аналитика данных

UK GDPR знание

Education

Сертификаты PM (PMP / PRINCE2 / APM / SAFe)

Tools

Salesforce Einstein

Zendesk AI

Google CCAI

Genesys

Job description

Описание:

The Tripadvisor Group connects people to travel and other experiences through its brands, technology, and capabilities. It provides travel content and guidance, along with two-sided marketplaces for experiences, accommodations, restaurants, and other travel categories.

Задачи:

• Lead end-to-end delivery of AI and automation projects in customer service, from discovery and scoping through deployment and review
• Develop and maintain a roadmap of AI initiatives aligned with customer service OKRs and business priorities
• Manage project timelines, budgets, risks, stakeholder communications, and concurrent workstreams
• Coordinate external vendors and internal engineering teams to integrate AI solutions with CRM, telephony, and other platforms
• Monitor AI system performance, including chatbot containment rates, CSAT, and deflection metrics, and drive continuous improvement
• Partner with Quality Assurance and workforce planning teams to assess AI's impact on agent workload, skills, and scheduling
• Identify manual or repetitive customer service processes suitable for intelligent automation
• Ensure AI tools comply with data protection regulations and internal governance frameworks
• Act as the primary contact between customer service leadership and AI/technology delivery teams
• Lead change management and communications to help frontline agents and team leaders understand, trust, and use AI tools effectively
• Facilitate workshops, training sessions, and feedback loops to capture agent insights and refine AI behavior
• Present project updates, performance data, and business cases to senior leaders and executives
• Champion responsible AI practices, embedding fairness, transparency, and customer trust into solutions
• Maintain documentation of AI model inputs, outputs, decision logic, and escalation pathways
• Work with Legal, Compliance, and Data teams on impact assessments and ongoing regulatory compliance

Требования:

• At least 3 years of project management experience, ideally in customer service, contact center, or CX environments
• Demonstrated experience delivering AI, automation, or digital transformation projects, such as conversational AI, RPA, NLP, or knowledge management tools
• Strong understanding of customer service operations, including contact center metrics, workflows, and team structures
• Excellent stakeholder management skills and ability to explain technical concepts to non-technical audiences
• Proficiency in project management methodologies such as Agile, Scrum, Waterfall, or hybrid approaches
• Analytical mindset and experience using data to track performance and make evidence-based decisions
• Familiarity with AI-related data privacy obligations, including UK GDPR

Будет плюсом:

• experience with AI/CX platforms such as Salesforce Einstein, Zendesk AI, Google CCAI, or Genesys
• awareness of LLMs, prompt engineering, and generative AI use cases in customer service
• a project management certification such as PMP, PRINCE2, APM, or SAFe
• a background in change management, employee engagement, or learning and development

Условия:

• Competitive compensation packages, including base salary and annual bonuses
• Flexible schedule
• Annual matching of qualifying charitable donations
• Annual tuition assistance for qualified programs
• Annual lifestyle benefit
• Travel discounts and other perks
• Employee assistance program
• Health benefits with competitive premiums
• Referral rewards for successful candidates