Customer Service Innovation Manager – Automation & AI Solutions

Core responsibilities:

• Oversee and optimize online customer support channels (chat, email, social media, self-service portals)
• Implement, manage and optimize AI-powered support tools (e.g., chatbots, virtual assistants, voice of the customer and sentiment analysis)
• Drive automation initiatives to streamline workflows and reduce response times
• Monitor and improve service quality metrics (CSAT, NPS, resolution time, first contact resolution)

This role creates positive change by enhancing customer experience through AI-driven tools and automation solutions, delivering efficient, scalable, and high-quality customer service across online channels.

Required skills and qualifications:

• Proven experience in customer service management in digital or tech-driven environments
• Strong understanding of AI tools and automation platforms
• Familiarity with CRM systems and customer analytics dashboards
• Excellent communication, coaching, and problem-solving skills
• Ability to manage cross-functional projects and drive change
• Bachelor's degree in Business, IT, Communications, or related field (Master's preferred)

No benefits information provided in the job description.

No information about the organization's mission and work provided in the job description.