Manager - Customer Support Automation

📋 Description

• • Own the end-to-end vision for customer support automation at Jiostar, translating ambitious business goals into a concrete 3-year roadmap that blends chatbots, virtual assistants, predictive routing, and self-healing workflows. You will decide where AI creates the greatest value for 20 M+ monthly interactions and how each release moves the needle on CSAT, cost-to-serve, and agent productivity.
• • Act as the single point of contact between Customer Service leadership and Engineering, turning pain points from 2,000 frontline agents into crisp functional and non-functional requirements. You will write epics, user stories, API contracts, data schemas, and performance SLAs that engineers can execute against sprint after sprint.
• • Design integration patterns that let new ML models plug seamlessly into our CRM (Salesforce Service Cloud), telephony stack (Genesys), messaging channels (WhatsApp, in-app chat, email), and internal data lake. You will specify authentication, rate limits, fallback rules, and real-time sync logic so that agents and customers never see a broken hand-off.
• • Lead cross-functional squads of data scientists, ML engineers, product managers, QA, and operations analysts through discovery, build, pilot, and global rollout phases. You will run weekly stand-ups, manage RAID logs, and keep executives updated with concise dashboards that show velocity, burn, and business impact.
• • Define and track KPIs such as containment rate, average handle time reduction, first-contact resolution uplift, NPS delta, and agent ramp-up time. You will build self-service Looker dashboards and present insights to the C-suite every month, turning numbers into stories that secure continued investment.
• • Champion a culture of experimentation by launching A/B tests, multivariate tests, and canary releases. You will decide when to retire a model, when to retrain, and when to pivot to a completely new approach—always backed by statistically significant evidence.
• • Stay ahead of the curve by benchmarking against global best practices, attending AI/ML forums, and maintaining relationships with vendors like Google CCAI, AWS Lex, and niche start-ups. You will run quarterly tech radars and make build-vs-buy recommendations that balance innovation speed with total cost of ownership.
• • Ensure every automation decision complies with India’s DPDP Act, GDPR where applicable, and Jiostar’s internal Responsible AI policy. You will partner with Legal and Risk to conduct bias audits, fairness tests, and privacy impact assessments before any feature hits production.
• • Mentor two junior business analysts and one project coordinator, creating playbooks for requirement gathering, story mapping, and stakeholder communication. Your team will become the gold standard for how customer-centric specs are written across Jiostar.
• • Evangelize successes through internal tech talks, customer newsletters, and industry case studies. When our WhatsApp bot wins an award or deflects 40 % of tier-1 queries, you will be the face of that story, inspiring both engineers and service reps to push boundaries further.