Senior Platforms & Automation Consultant

Job summary

The role involves leading operational readiness and onboarding for new support teams and external partners in specific regions, ensuring they have the necessary processes, tools, and training before launching. Following initial launches, the consultant will focus on continuous improvement within the Platforms & Automation team, enhancing support processes and leveraging technology and automation.

Qualifications

• Proven experience in leading complex operational or transformation initiatives in global organizations.
• Background in onboarding teams and managing outsourced partners.
• Strong project and stakeholder management skills with the ability to handle multiple initiatives.
• Experience in process improvement, automation, or digital transformation.
• Effective communication and facilitation skills to influence stakeholders across various levels.

Responsibilities

• Lead operational readiness activities for new support teams in specified regions.
• Ensure all necessary processes, tools, and governance are established before go-live.
• Coordinate training and readiness plans with relevant teams.
• Manage go-live readiness, including milestones and risks.
• Gather and prioritize business needs for platform and process improvements.
• Collaborate with technical teams to implement enhancements and automations.
• Drive standardization and continuous improvement across global operations.
• Lead change management for new processes and technologies.

Skills

• Strong organizational skills and ability to create structure in ambiguous situations.
• Experience with customer service platforms and automation technologies.
• Ability to translate business challenges into practical technical solutions.

Education

• Relevant degree or equivalent experience in a related field.

Tools

• Familiarity with customer service platforms such as Zendesk or Salesforce, and automation technologies.