Related skills
ai knowledge management taxonomy automation coveo📋 Description
- Own end-to-end Support operating model: rhythms, metrics, governance.
- Architect automation and AI requirements with the business.
- Translate operational needs into technical solutions.
- Player-coach role: set strategy and dive into data, processes, tooling.
- Report to the VP of Customer Experience; key CX Ops leader.
- Drive a proactive, data-driven CX backbone.
🎯 Requirements
- 10+ years in customer support ops, CX, or B2B SaaS.
- At least 5+ years in a leadership role.
- Designing and owning operating cadences.
- Experience building or maturing a knowledge management program.
- Deep familiarity with support tooling, taxonomy, automation.
- Translate business requirements into automated outcomes.
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