Manager - Customer Support Automation

We are seeking a highly motivated and results-driven Customer Service Automation Manager to lead our initiatives in transforming customer interactions through cutting-edge Machine Learning (ML) and Artificial Intelligence (AI) technologies. This role is pivotal in enhancing the customer experience, improving operational efficiency, and driving innovation within our Customer Service department. The ideal candidate possesses a strong blend of customer service acumen, technical understanding, and project leadership skills.

• Strategy & Vision: Develop and execute the strategy for automating customer service interactions, identifying high-impact areas for ML/AI application (e.g., chatbots, virtual assistants, automated routing, predictive service).
• Requirements Definition: Serve as the primary liaison between the Customer Service team and Engineering.
• Translate business needs and customer pain points into clear, detailed, and technically feasible functional and non-functional requirements for ML/AI features and automation workflows.
• Specify requirements related to system integration, data handling, and performance metrics for the automation solutions.
• Ensure requirements are well-documented and align with overall product and engineering standards.
• Technical Acumen: Apply a good understanding of technology and data structures to solution design.
• Possess working knowledge of Application Programming Interfaces (APIs) to define how new ML/AI systems will integrate with existing Customer Relationship Management (CRM) tools, communication platforms, and back-end systems.
• Understand the basic principles and capabilities of relevant ML/AI models and data necessary for successful automation.
• Project Leadership & Execution: Manage the end-to-end lifecycle of automation projects.
• Prioritize initiatives, manage project timelines, and ensure successful deployment of automation features.
• Collaborate closely with Data Scientists, Engineers, Product Managers, and Customer Service leadership to deliver high-quality, scalable solutions.
• Performance Monitoring & Optimization: Define key performance indicators (KPIs) for automated interactions (e.g., deflection rate, resolution time, customer satisfaction).
• Monitor, analyze, and report on the performance of deployed automations and use data to drive continuous improvement and model refinement.

• Experience: 5+ years of experience in customer service operations, product management, business analysis, or a related field, with at least 2 years focused specifically on customer service automation, ML, or AI projects.
• Technical Skills:
• Demonstrable good understanding of technology concepts and the capabilities/limitations of AI/ML in a customer service context.
• Familiarity with API functionality and system integration processes.
• Experience writing comprehensive technical requirements and user stories for engineering teams.
• Proficiency in using data to drive decision-making and measure success.
• Soft Skills:
• Exceptional written and verbal communication skills, with the ability to articulate complex technical concepts to a non-technical audience and vice-versa.
• Strong analytical and problem-solving abilities.
• Proven ability to lead cross-functional projects and influence stakeholders at all levels.

• A passion for delivering an excellent customer experience through innovative technology.

• Education: Master's in Business, Computer Science, Engineering, or a related field, or equivalent practical experience.

"Star India Private Limited is an equal opportunity employer. The company values diversity and its mission is to create a workplace where everyone can bring their authentic selves to work. The company ensures that the work environment is free from any discrimination against persons with disabilities, gender, gender identity and any other characteristics or status that is legally protected."