Senior Platforms & Automation Consultant

Job summary

The role involves leading operational readiness and onboarding for new support teams and partners in India and Japan, ensuring effective processes and tools are in place before go-live. Following initial launches, the consultant will focus on continuous improvement within the Platforms & Automation team, enhancing support processes and driving innovation through automation and AI.

Qualifications

• Proven experience in leading complex operational or transformation initiatives in global settings.
• Background in onboarding teams and managing outsourced partners.
• Strong project and stakeholder management skills, capable of handling multiple initiatives.
• Familiarity with process improvement, automation, and digital transformation.
• Effective communication and facilitation skills to influence stakeholders at various levels.
• Willingness to travel internationally for on-site support.

Responsibilities

• Lead operational readiness activities for new support teams and external partners.
• Ensure all necessary processes, tools, and training are established prior to go-live.
• Drive on-site execution and issue resolution during onboarding.
• Gather and prioritize business needs to inform platform and process improvements.
• Collaborate with technical teams to implement automation and enhancements.
• Promote standardization and continuous improvement across global operations.
• Manage change initiatives and develop communication plans for new processes.

Skills

• Experience with customer service platforms like Zendesk or Salesforce.
• Knowledge of automation technologies and AI solutions.
• Ability to simplify complexity and create structure in ambiguous situations.

Education

• Relevant degree or equivalent experience in a related field.

Tools

• Familiarity with platforms and tools used in customer support and automation.