Manager - Customer Support

Job Description:

We are seeking a highly skilled and motivated AI Continuous Process Improvement and Customer Self-Service Manager to lead our AI initiatives focused on continuous process improvement and self-service solutions. This role will be pivotal in overseeing the seamless integration, operational management, and enhancement of AI systems within our organization. The ideal candidate will ensure that AI initiatives align with business strategies and are optimized for both efficiency and scalability.

Key Responsibilities:

• Develop and implement operational strategies for AI system management and enhancement.
• Oversee the installation, maintenance, and continuous improvement of AI systems.
• Work closely with IT and development teams to ensure seamless integration and functionality of AI technologies.
• Manage and optimize AI application updates and system upgrades.
• Ensure all AI operations adhere to ethical guidelines and compliance regulations.
• Lead and mentor teams in AI operational best practices and procedures.
• Drive AI-driven transformation strategies aligned with organizational goals.
• Collaborate with senior management and stakeholders to define AI objectives.
• Monitor performance through AI-driven KPIs and provide regular progress updates such as Case Deflection, Customer Effort and Self-Service Utilization Rate.
• Identify, manage, and mitigate risks associated with AI transformation projects.
• Continuously seek opportunities to innovate and improve business processes through AI.
• Deploy and monitor Agentforce as a tool for customer self-service.
• Ensure Agentforce is effectively integrated with existing systems and processes.
• Monitor Agentforce performance and make necessary adjustments to optimize customer self-service.
• Collaborate with Internal (Customer Support) and External Teams (Marketing, Success, Sales) to ensure Agentforce meets customer needs and enhances their experience.

Requirements and Skills:

• Experience in a Customer Support organization.
• Familiarity with Salesforce Service Cloud.
• Strong understanding of AI technologies and their applications in business processes.
• Excellent leadership and team management skills.
• Ability to develop and implement strategic plans for AI-driven transformation.
• Strong analytical and problem-solving skills.
• Excellent communication and collaboration skills.
• Knowledge of ethical guidelines and compliance regulations related to AI.

Preferred Qualifications:

• Bachelor's degree in Computer Science, Engineering, or a related field.
• Advanced degree or certification in AI or related disciplines.
• Experience in continuous process improvement and self-service solutions.
• Familiarity with AI-driven KPIs and performance monitoring.