Manager, Customer Operations and Projects

Job Responsibilities :

You will play a pivotal role within our Customer Advocacy department, leading the transformation of our Customer Operations (Hardware) Technical Support team from a human-driven support model to an AI-driven one. As the primary architect and trainer for our customer-facing AI agent, you are the bridge between our customer service goals and the AI’s execution — translating our existing support knowledge into a high-performing, automated customer experience. You don’t need to be a software engineer, but you must be a logic engineer: using advanced prompt engineering and data analysis to ensure our AI doesn’t just answer questions, but drives customer issue resolution in adherence to our SOPs. Alongside building the AI, you will oversee day-to-day AI-assisted operations, design the human-in-the-loop escalation paths that protect quality, and lead your regional team through the shift to an AI-first way of working.

• Drive the core KPIs for AI agent performance — Containment Rate (how many issues the AI resolves start to finish), Customer Satisfaction (CSAT), and Net Promoter Score (NPS) — alongside SLAs, AHT, and other productivity metrics

• Redefine and redesign our SOPs, workflows, and Knowledge Base / FAQ content for an AI-driven support model, translating them into structured logic trees and step-by-step playbooks the AI can follow, and applying advanced prompt engineering to drive customer issue resolution and a world-class customer experience

• Use case dashboards to investigate performance and regularly review escalated cases (where the AI agent handed over to a human) to identify and continuously improve the AI agent’s troubleshooting and decision making

• Act as the voice of the AI within the Customer Service team, translating support specialists’ feedback into concrete AI agent improvements

• Partner with technical teams to report systemic bugs (e.g., wrong API logic) and recommend new product features that address users’ reported complaints at the root

• Define and execute the roadmap for shifting from human-led to AI-led support, sequencing use cases for automation and managing change across regional teams and stakeholders

• Design and govern human-in-the-loop escalation, determining when and how issues route from the AI to human specialists while protecting the customer experience

• Act as point of contact for regional executive escalations for the technical support team and manage them through to closure, feeding learnings back into AI training and workflows

• Lead and reskill team members through the transition, deliver cross-functional projects that enhance the customer experience and improve processes, and advocate for the policy and governance changes required to scale AI support responsibly

Pre-Requisites :

• 5 years+ of contact center or customer operations management in a customer-centric environment, including successful project leadership and team management experience

• Hands-on experience deploying or operating AI/automation in a support context — conversational AI, agent-assist, or LLM-powered tools — including prompt engineering and building logic trees or playbooks, with measurable results

• A logic engineer’s mindset: exceptional at taking a paragraph of instructions or an SOP and turning it into a clean workflow chart or decision tree

• Strong command of AI-driven support metrics such as containment, deflection, and automated resolution rate, alongside CSAT, NPS, SLAs, and AHT

• Comfortable using Excel or business intelligence tools to identify trends in case data

• A working understanding of how APIs and SQL queries function — enough to follow the logic, without needing to write them yourself

• Ability to collaborate seamlessly with diverse global teams, adapting to various cultures, and fostering productive working relationships across international settings

• Bonus points: experience with CRMs and managing third-party outsourced vendors (BPOs) adapting to AI-enabled workflows