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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in defining and executing technology roadmaps for B2C service, integrating advanced digital solutions, and driving operational efficiency in customer service environments. Proven ability to lead digital transformations and enhance customer experience through strategic technology implementations.
Highest-signal resume keywords
Product ManagementDigital Transformation LeadershipCustomer Service TechnologyAI-Driven Support ImplementationCertified Scrum Product Owner
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Digital TransformationCustomer Service OperationsTechnology Roadmap DevelopmentData Integrity GovernanceChatbot ImplementationTechnical TroubleshootingBusiness Value TrackingOperational Efficiency ImprovementEnterprise-Level Technology ScalingCustomer Experience Architecture Assessment
Soft Skills
Business AcumenCollaborationAdvisory SkillsStrategic Vision TranslationProblem Solving
Tools & Technologies
ZendeskSalesforce Service CloudOracle ServiceServiceNowAI-Assisted Agent ToolsKnowledge Management Systems
Certifications & Qualifications
Certified Scrum Product OwnerAgile Certification
Industry Keywords
B2C ServiceCustomer ExperienceConsumer ElectronicsRetailFMCGGlobal WarrantiesReturns ManagementHigh-Volume Consumer Models
Tech Stack
Tools & technologiesCloudOracleServiceNow
About the role
Key responsibilities & impact- Define the 3–5 year roadmap for B2C Service technology
- Bridge technology and contact center operations by translating business goals into digital features
- Own and prioritize the capability roadmap
- Evaluate and implement AI-driven support, intelligent chatbots, and advanced self-service architectures
- Define and track business value and ROI of digital investments
- Demonstrate technology improvements in CSAT, NPS, and operational efficiency
- Advise the Head of Global CX and Operations Directors
- Collaborate with the Technology Lead to translate strategic vision into scalable, secure technical solutions
- Assess existing CX architecture, identify bottlenecks, and drive modernization
- Integrate disparate systems and establish governance for data integrity and security
- Enable technology supporting millions of global customer interactions
Requirements
What you’ll need- Proven experience as a Product Manager, Service Delivery Manager, Business Capability Owner, or Digital Transformation Lead within the Customer Service / Support domain
- Strong business acumen regarding how a Support Center functions
- Experience in customer service center operations, ideally as an Operations Manager, Supervisor, or Process Lead
- Proven track record leading large-scale digital transformations within a global CX environment
- Experience scaling, upgrading, or evolving enterprise-level technology stacks
- Experience with high-volume B2C consumer models, such as Retail, Consumer Electronics, or FMCG
- Understanding of global warranties, returns (RMA), and technical troubleshooting
- Deep knowledge of customer service technology landscapes, including Zendesk, Salesforce Service Cloud, Oracle Service, or ServiceNow
- Experience implementing chatbots, AI-assisted agent tools, or knowledge management systems
- Certified Scrum Product Owner (CSPO) or similar Agile certification preferred
- Experience with Consumer Electronics support, including hardware and software troubleshooting, preferred
Benefits
Comp & perks- Comprehensive and competitive benefits packages
- Flexible working environments
- Support for physical, financial, emotional, intellectual, and social wellbeing
- Flexible hybrid work model
- Work-from-home flexibility from most locations
- Accommodation support for applicants requiring assistance during the application process