Production Operations Executive overseeing production timelines from order to delivery. Collaborating with teams and vendors at Love, Bonito for fashion operations.
About the role
- Digital Operations Specialist enhancing customer and agent journeys with AI-driven insights. Driving performance improvements through digital operations at Capgemini.
Responsibilities
- This role operates at the intersection of digital operations, customer experience, and AI powered transformation.
- You will help drive the integration of intelligent automation, predictive analytics, and GenAI capabilities into digital service channels to improve customer experiences, enhance agent efficiency, and optimize operational performance.
- Responsible for 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.
- 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.
- Identify and scope opportunities to utilize AI, machine learning, and automation to optimize digital experience operations and agent support processes.
- Collaborate with product owners to build AI informed business cases, including ROI modeling for predictive experiences, intelligent routing, and automated troubleshooting.
- Manage AI enabled dashboards and monitoring systems that surface real time anomalies, experience dips, and emerging performance trends.
- Partner with CX, analytics, and engineering teams to run A/B tests leveraging AI generated variants, measuring uplift and customer impact.
- Translate customer and agent insights using AI powered analytics (e.g., text/sentiment analysis, pattern detection) into actionable recommendations for journey improvements.
- Apply GenAI capabilities to improve team operations, e.g., automated insights summaries, triaging, root cause analysis drafting, and workflow documentation.
Requirements
- Overall experience of 6-8 years, 4+ years’ experience required with extensive relevant customer understanding/user research/consulting experience, packaging and delivering insights to influence change.
- 3+ 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.
- 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.
- Familiarity with GenAI tools, conversational AI platforms, and AI assisted productivity solutions.
- Ability to interpret outputs from models using techniques such as anomaly detection, clustering, and predictive scoring.
- Strong understanding of AI ethics, governance, and responsible AI frameworks.
- Comfortable working in environments where AI driven decision automation informs prioritization and operational strategies.
- Possesses strong technical aptitude.
- Intermediate knowledge in using analytic tools such as Tableau and Microsoft Excel.
- Proficient in Microsoft Office including MS Word, Excel, Outlook, PowerPoint.
- Strong verbal communication and listening skills.
- Strong business acumen, with effective written and verbal communication skills.
- Ability to communicate, influence, and deliver with cross-functional teams and enterprise stakeholders.
- Ability to manage multiple projects with tight deadlines effectively with cross functional teams.
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
Tech skills
Location requirements
Senior Analyst supporting commercial teams and leading strategic initiatives for TMTT. Providing analyses and driving adoption of new tools to support business growth.
Cloud Operations Partner managing public cloud private offers across major cloud marketplaces at F5. Collaborating with sales, finance, legal, and partner teams to ensure accurate execution.
Operations and Monitoring Analyst at Kyndryl ensuring stability for batch processes. Collaborating with teams to manage monitoring and incident response and contributing to continuous improvement.
Lead operations and construction for biomethane assets at Axpo Group, ensuring project delivery and operational excellence. Focused on sustainability and innovation in the energy sector.
Perioperative Operations Director providing operational leadership across perioperative services. Collaborating with teams and establishing strategic goals at Sutter Health.
LNG Operations Technician responsible for operating facility processes including liquefaction and vaporization. Collaborates with teams to maintain compliance and performance in a clean energy environment.
Operations Technician managing pipeline operations and equipment maintenance for Williams. Performing tasks including data analysis, compliance, and troubleshooting of mechanical and electrical systems.
Technical Operations Engineer at Telefónica Tech configuring SD - WAN services for multinational clients. Responsibilities include configuring Fortinet solutions and collaborating in dynamic environments.
Service Operations Administrator handling all non - triaged ticket creation and service transaction auditing. Supporting ZEISS customers with efficient service coordination and logistics management.