CS Transformation & AI Platform Lead

United States Digital Space LLC; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

United States Digital Space LLC is seeking a CS Transformation & Implementation Specialist to help shape the next generation of internal platforms supporting the traveller’s journey.

The role sits between CS Operations, Product and Technology, delivering AI-enabled back-office capabilities and scalable workflows to enhance agent and traveller experiences. It requires driving change across multi-channel operations, with a focus on measurable business impact.

Qualifications

• Direct hands-on experience implementing, configuring, or operating leading cloud customer service platforms with Zendesk involvement.
• Strong discovery and solution design skills including BPMN workflow modelling.
• Proven experience delivering automation and AI initiatives in customer service or operations.

Responsibilities

• Lead end-to-end transformation of a new AI-ready back-office and customer operations platform.
• Translate operational needs into specifications, workflows, user stories, and iterative releases.
• Drive platform adoption through enablement, training, and change management.
• Monitor performance post-launch and measure impact against KPIs.

Skills

Zendesk

BPMN

AI

Workflow design

Data analysis

Tools

Zendesk

Job description

United States Digital Space LLC is seeking a CS Transformation & Implementation Specialist to help shape the next generation of internal platforms supporting the traveller’s journey.

The role sits between CS Operations, Product and Technology, delivering AI-enabled back-office capabilities and scalable workflows to enhance agent and traveller experiences. It requires driving change across multi-channel operations, with a focus on measurable business impact.