Director, Customer Service & AI Transformation V423
- Lima
- Permanente
- Tiempo completo
- You are a Data-Driven Operator. You are fluent in data and analytics. You form your strategies based on rigorous analysis and can build a compelling, data-driven business case for any major initiative.
- You are an AI-First Strategist. You see AI and automation not just as cost-saving tools, but as the core of a modern customer experience. You are deeply familiar with the CX technology landscape and have hands-on experience implementing these solutions.
- You are a Leader with Extreme Ownership. You are a direct, candid communicator who takes full accountability for your department's outcomes. You see failures as opportunities for systemic improvement, not blame.Responsibilities:- Architect the AI Roadmap: Design and execute a multi-year strategy to automate >80% of customer interactions through advanced chat, email, and voice solutions. This will empower your human team to focus exclusively on high-value, complex escalations and proactive sales consultations.
- Systemize Service Excellence: Lead, coach, and develop an elite team of CS professionals by creating a culture of continuous improvement, deep product knowledge, and extreme ownership. You will achieve this by building the operational backbone of the department, including:
- Documenting all workflows and creating a comprehensive playbook for customer service.
- Designing and implementing a robust quality assurance program.
- Developing a data-driven performance management system with clear KPIs for both human and AI agents.
- Transform CS into a Business Intelligence Hub: Leverage AI and analytics to systematically identify and deliver actionable insights on product flaws, customer behavior, and market trends to our Product, Marketing, and Operations teams.
- Own the Technology Stack & P&L;: Evaluate, select, and manage all CX technology vendors to ensure optimal performance and ROI. Manage the departmental budget to drive efficiency and profitable growth.Requirements:- 10+ years of progressive experience in customer experience, support, or a related operations function.
- 5+ years of direct people management experience in a high-growth e-commerce environment is non-negotiable. Experience managing other managers is strongly preferred.
- A proven, demonstrable track record of scaling a CS team through a significant technology transformation (e.g., implementing an AI platform from scratch).Core Skills:- AI & Automation Mastery: Deep, hands-on experience implementing and scaling AI-powered CX platforms (e.g., advanced chatbots, voice agents).
- Systems Architecture: Mastery in designing and documenting scalable operational processes.
- Data Fluency & Financial Acumen: Expert-level proficiency in data analysis, KPI management, and the ability to build and present a data-driven business case to the CEO and the board.Beneficial Skills:- High proficiency with the Shopify ecosystem.
- Deep expertise with enterprise-grade CX platforms
- Formal certification in project management (PMP) or process improvement (Six Sigma).Seniority level- DirectorEmployment type- Full-timeJob function- Customer Service, Management, and SalesIndustries- Technology, Information and Internet and Retail#J-18808-Ljbffr
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