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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in designing customer service structures and aligning automation projects with business goals. Proficient in customer journey mapping and identifying improvement opportunities to enhance operational efficiency.
Highest-signal resume keywords
Customer Journey MappingService DesignStrategic ManagementProcess ImprovementOperational Efficiency
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Service Structure DesignAssessment ConductingDevelopment Roadmap ConsolidationOKR EstablishmentFeature AddressingOperating Rules DefinitionHandoff Rules DefinitionArtificial Intelligence Efficiency ImprovementManagement Performance AnalysisInefficiency Identification
Certifications & Qualifications
Bachelor’s Degree in Business AdministrationPostgraduate Degree or MBA in Strategic ManagementMBA in Customer Experience
Industry Keywords
Customer ServiceAutomationProcess ProjectsBusiness GoalsIn-Person SupportTelephone Support
About the role
Key responsibilities & impact- Design and review the ideal customer service structure, conducting assessments to identify functions that should be centralized or brought in-house
- Consolidate initiatives from coordination teams into a master development roadmap
- Align automation and process projects with business goals
- Establish overarching guidelines and OKRs for initiatives that affect customer service channels
- Ensure that new features address strategic needs
- Define operating and handoff rules between digital and human channels
- Improve the efficiency of artificial intelligence to safeguard in-person and telephone support
- Produce critical analyses of management performance
- Identify inefficiencies and propose immediate course corrections
Requirements
What you’ll need- Bachelor’s degree in Business Administration, Production Engineering, Economics, or a related field
- Experience with customer journey mapping (Service Design) and identifying improvement opportunities is preferred
- Postgraduate degree or MBA in Strategic Management, Finance, or Customer Experience is a plus
Benefits
Comp & perks- Scholarships of up to 100% for employees, legal dependents, and eligible family members (parents and siblings), with up to three scholarships available simultaneously
- Medical insurance fully subsidized for the employee and partially subsidized for their family, with employee copayments
- Optional dental insurance
- Meal or food allowance
- Wellhub or TotalPass gym membership
- Wellz, a mental and emotional health platform offering access to individual online therapy
- Wellness program and benefits club
- Flexible dress code
- Life insurance
- Partnership with SESC
- Corporate university through the Educare portal
- Career growth opportunities and internal selection processes
- Birthday day off
- Hybrid work model
- Flexible working hours
- Extended remote work for mothers and fathers returning from parental leave, for up to three months, depending on the role