Process Lead

Job summary

The Process Lead is responsible for establishing a customer-centric and standardized resolution process across various channels to enhance customer experience. This role focuses on ensuring effective case and issue resolution while optimizing processes for efficiency and accessibility.

Qualifications

• Bachelor's Degree with over 8 years of relevant experience
• Strong communication skills, both written and oral
• Excellent organizational skills and attention to detail
• Proficient in analytical, problem-solving, and critical-thinking abilities
• Experience in customer experience/service roles
• Familiarity with AI technologies is advantageous

Responsibilities

• Define and implement a standardized resolution process utilizing available systems
• Ensure effective use of processes and SOPs for AI products
• Manage escalations in the resolution process
• Conduct data-driven analysis and promote technology solutions for process improvements
• Communicate process changes and escalations to stakeholders across various business lines
• Identify and address gaps in processes collaboratively with stakeholders
• Serve as a subject matter expert and point of reference for peers and frontline staff
• Meet deadlines in a fast-paced environment with complex software systems
• Propose process improvements through automation initiatives
• Collaborate with product managers and subject matter experts for new service launches

Skills

• Strong analytical and problem-solving skills
• Ability to work in a dynamic and collaborative environment
• Capacity to manage multiple initiatives and adapt to changing priorities

Education

• Bachelor's Degree required; MBA preferred

Tools

• Experience with Salesforce.com service cloud for case management is a plus
• Six Sigma/Green Belt Certification is preferred
• Business Analytics experience is advantageous