Analista de Serviços de Operações Jr. na Ipiranga planejando e programando a distribuição de combustíveis. Colaboração com transportadores e desenvolvimento de soluções logísticas.
About the role
- Digital Product Operations Manager overseeing AI integration and optimizing customer experience in digital service operations at Capgemini.
Responsibilities
- Oversee end-to-end digital service operations across customer and agent journeys, partnering with Product, Technology, and Architecture teams to ensure smooth delivery of features, fixes, and enhancements.
- Define and monitor KPIs such as experience scores, CSAT, FCR, and system uptime to track digital performance across various digital channels.
- Drive real-time customer and agent experience tracking, identify friction points, and lead UX improvement initiatives backed by data analysis and user feedback.
- Manage critical defects and high-priority escalations by coordinating with stakeholder teams to ensure rapid and accurate resolution.
- Build and maintain real-time dashboards to surface trends, generate insights, and inform leadership decisions; leverage tools such as Qualtrics, Mixpanel, and Fullstory etc.
- Use customer and partner research to strengthen analytical capabilities, identify market trends, and recommend customer experience enhancements.
- Partner with data science, analytics, and engineering teams to embed AI-driven insights into digital operations, enabling proactive issue detection and resolution.
- Apply AI-based predictive models to forecast demand, detect patterns, and inform operational and resource planning.
- Evaluate and operationalize AI copilots, GenAI assistants, and automation tools to streamline agent workflows and improve customer self-service.
- Promote responsible AI through governance, transparency, bias monitoring, explainability, and data privacy practices.
- Lead GenAI-powered experiments that include personalized content, conversational experiences, and journey-level optimizations.
- Support AI-driven journey analytics using NLP, clustering, sentiment analysis, and behavioral modeling to improve customer understanding.
Requirements
- Overall experience >8 years, 5+ years’ experience required with extensive relevant customer understanding/user research/consulting experience, packaging and delivering insights to influence change.
- 6+ years of combined experience required in analytics, performance reporting, and/or process improvement.
- Advanced project and process management experience. Agile preferred.
- Bachelor's degree preferred in Technology, Mathematics, Statistics, Business, or related field.
- Master’s degree preferred in Management, Analytics, Artificial Intelligence.
- Experience working with AI/ML driven platforms or analytics tools (e.g., customer behavioral modeling, NLP pipelines, predictive analytics).
- Background or coursework in AI, machine learning, data science, or human centered AI preferred.
- Demonstrated ability to translate technical AI concepts into business language for non technical stakeholders.
- Availability to work in PST time zone.
Benefits
- Competitive salary and performance-based bonuses
- Comprehensive benefits package
- Career development and training opportunities
- Flexible work arrangements (remote and/or office-based)
- Dynamic and inclusive work culture within a globally renowned group
- Private Health Insurance
- Pension Plan
- Paid Time Off
- Training & Development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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