AI-Driven Customer Service Governance Analyst

Axiologic Solutions LLC; Herndon (VA); On-site; USD 77,000 - 159,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

401(k) with company match

Paid time off

Tuition assistance

Job summary

Axiologic Solutions LLC is seeking an experienced Customer Service Governance Analyst to develop and maintain governance and lifecycle management processes within a complex enterprise environment in the United States. The role supports intake, onboarding, CRM, service desk operations, and SLA frameworks, with governance for AI-powered service agents and chatbot technologies.

The analyst will establish chatbot orchestration policies, escalation protocols for AI workflows, and human-in-the-loop

Qualifications

• 7+ years of relevant professional experience in customer service governance, IT service management, service desk operations, customer experience management, or related discipline.
• Bachelor's degree in Business Administration, Information Systems, or related field.
• Experience developing or supporting customer service governance processes and procedures.
• Experience with customer intake, onboarding, CRM, service desk operations, and SLA management.
• Understanding of IT service management and customer service lifecycle processes.
• Familiarity with AI-enabled customer service technologies, chatbots, or automated workflows.
• Strong analytical, documentation, communication, and stakeholder-management skills.

Responsibilities

• Develop and maintain customer service governance and lifecycle management processes.
• Define and document customer intake, onboarding, CRM, and service desk workflows.
• Develop and maintain SLA frameworks supporting customer service delivery and performance.
• Standardize customer-facing processes across enterprise mission and functional areas.
• Develop governance frameworks for AI-powered customer service agents and chatbot technologies.
• Establish chatbot orchestration policies and escalation protocols for agentic AI workflows.
• Support AI-assisted service desk monitoring, reporting, and performance management.
• Develop human-in-the-loop oversight processes for autonomous customer-facing AI interactions.
• Maintain governance documentation, procedures, metrics, and service delivery artifacts.

Skills

Customer service governance

IT service management

Service desk operations

Stakeholder management

AI-enabled services

Documentation

Education

Bachelor's degree in Business Administration or Information Systems

Tools

ServiceNow

CRM platforms

Job description

Axiologic Solutions LLC is seeking an experienced Customer Service Governance Analyst to develop and maintain governance and lifecycle management processes within a complex enterprise environment in the United States. The role supports intake, onboarding, CRM, service desk operations, and SLA frameworks, with governance for AI-powered service agents and chatbot technologies.

The analyst will establish chatbot orchestration policies, escalation protocols for AI workflows, and human-in-the-loop