TL;DR

Process Automation Lead (Customer Service): Designing and implementing a frictionless customer support experience through process optimization and automation with an accent on AI-assisted solutions and human-assisted tooling. Focus on identifying and resolving customer friction points, streamlining workflows, and reducing operational costs.

Location: Remote

Company

%hirify_global%, a Tripadvisor company, is the leading marketplace for travel experiences.

What you will do

Leverage customer insights and data analytics to identify process gaps in automation and Human-Assist to simplify service solutions.
Conduct process mapping sessions using Six Sigma methodologies to identify customer pain points and high friction.
Re-engineer workflows to simplify and automate routine tasks, improving speed and resolution accuracy.
Partner with internal product and engineering teams to define Human-Assist tooling requirements and integration into our single CRM platform.
Identify high-impact opportunities that reduce Human-Assist and enhance service resolution for customers.
Oversee end-to-end implementation, ensuring solutions are scalable, measurable, and aligned with the service-solution strategy.

Requirements

Automation & Process subject matter expert with 5+ years of experience in customer contact-center operations.
Proven track record in process improvement, optimization, and automation aligned with Six Sigma Methodology.
Strong working knowledge and understanding of AI and automation concepts, including chatbots, workflow tooling, and predictive analysis.
Proven ability to design and execute process optimization.
Comfortable working with technical teams and external vendors to translate CS business needs into delivery.
Customer-obsessed mindset, advocating for simplicity and putting yourself in the shoes of the customer.

Culture & Benefits

“Work your way” with flexibility to suit your lifestyle, with the option to join on-site as often as you’d like.
Flexible schedule with work-life balance ingrained in the culture.
Competitive compensation packages including base salary and annual bonuses.
Annual support for qualified tuition assistance programs.
An annual lifestyle benefit to spend on travel, wellness, or whatever suits you.
Discounts and other travel perks.

Process Automation Lead (Viator)