Senior Director Analyst, Customer Service and Support - AI Expert Remote - US

Employer Industry: Technology Research and Consulting

Why consider this job opportunity:

• Salary up to $202,500
• Opportunity for career advancement and growth within a dynamic organization
• Work remotely with flexibility to manage your schedule
• Engage with executive-level clients and make a tangible impact on their business strategies
• Comprehensive benefits package, including generous PTO, 401k match, and stock purchase options
• Join a diverse and inclusive team dedicated to professional development and collaboration

What to Expect (Job Responsibilities):

• Author high-quality, actionable insights based on research best practices
• Deliver strategic advice to executive clients through various media, focusing on virtual engagement
• Lead and coordinate research projects with colleagues and resourcesConduct regular meetings with clients to provide tailored advice in customer service and support
• Create presentation materials for industry events and client briefings

What is Required (Qualifications):

• 12+ years of relevant experience in customer service and support
• Demonstrated expertise with Agentic AI solutions and advanced conversational AI in customer service settings
• Strong understanding of customer service initiatives and automation processes
• Proven ability to engage and communicate effectively with executives and stakeholders
• Excellent written and verbal communication skills, along with strong analytical and presentation abilities

How to Stand Out (Preferred Qualifications):

• Experience working with customer service technology vendors such as Salesforce, Genesys, or AWS
• Familiarity with managing complex research projects and programs
• Ability to work independently in a remote setting while collaborating across teams

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