Head of AI-Driven CX & Service Transformation

Confidential Employer; California (MO); Hybrid; USD 144,000 - 176,000; Full time

Benefits offered by this job

401k

Medical insurance

Dental insurance

Vision insurance

Bonus structure

Job summary

A leading company in customer service transformation is seeking a Director of Customer Service & AI Transformation. This hybrid role involves leading a team, designing an AI-driven strategy to enhance customer interactions, and developing a culture of excellence. Ideal candidates will have over 10 years of relevant experience, including management in e-commerce environments. Competitive salary of up to $160K/annum with various benefits is offered.

Qualifications

• 10+ years of progressive experience in customer experience, support, or a related operations function.
• 5+ years of direct people management experience in a high-growth e-commerce environment.
• A proven track record of scaling a CS team through technology transformation.

Responsibilities

• Design and execute a multi-year strategy to automate customer interactions.
• Lead and develop an elite team of CS professionals.
• Leverage AI and analytics for actionable insights.
• Evaluate and manage all CX technology vendors.

Skills

AI & Automation Mastery

Systems Architecture

Data Fluency & Financial Acumen

Job description

A leading company in customer service transformation is seeking a Director of Customer Service & AI Transformation. This hybrid role involves leading a team, designing an AI-driven strategy to enhance customer interactions, and developing a culture of excellence. Ideal candidates will have over 10 years of relevant experience, including management in e-commerce environments. Competitive salary of up to $160K/annum with various benefits is offered.