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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading 0→1 initiatives to innovate processes and enhance customer experience through automation and AI tools. Skilled in designing workflows, collaborating across teams, and analyzing performance metrics to drive continuous improvement.
Highest-signal resume keywords
0→1 Initiative LeadershipProcess Design and AutomationAI Tools and Automation PlatformsCross-Functional CollaborationCustomer Experience Strategy
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Process ThinkingContinuous ImprovementAutomation ImplementationData AnalysisWorkflow Design
Soft Skills
CollaborationFacilitationProblem SolvingStrategic Thinking
Tools & Technologies
Conversational AIAgent AssistSelf-Service Platforms
Industry Keywords
Service OperationsCustomer ExperiencePerformance MetricsInnovation Playbooks
About the role
Key responsibilities & impact- Identify and lead 0→1 initiatives that create entirely new processes or fundamentally reinvent existing ones
- Design and execute future-state workflows combining policy, process, and automation
- Own end-to-end delivery of automation initiatives from discovery and design through implementation, testing, and launch
- Leverage AI tools and automation platforms, including conversational AI, agent assist, and self-service
- Partner with QA, Analytics, Data Science, and frontline teams to gather insights and validate improvement opportunities
- Collaborate with Business Applications to align solution designs with business goals
- Track key performance metrics, document learnings, and build playbooks for continued innovation
Requirements
What you’ll need- 5+ years of experience in service operations or continuous improvement, with a proven record of leading 0 to 1 initiatives
- Experience in customer experience strategy is preferred
- Strong process thinking with the ability to simplify complex systems, reduce handoffs, and remove waste
- Experience with AI- or automation-enhanced service environments, such as bots, agent assist, and self-service
- Skilled in leading discovery sessions, facilitating collaboration, and driving cross functional problem solving
- Strong analytical and strategic skills to connect customer experience outcomes with operational and financial results
- Passion for building scalable systems that represent a paradigm shift
- Must currently reside in the Philippines
- Must be authorized to work in the Philippines
- Amenable to working a graveyard shift supporting US operations