Job Description

We are seeking a highly motivated and results-driven

Customer Service Automation Manager

to lead our initiatives in transforming customer interactions through cutting-edge

Machine Learning (ML)

and

Artificial Intelligence (AI)

technologies. This role is pivotal in enhancing the customer experience, improving operational efficiency, and driving innovation within our Customer Service department. The ideal candidate possesses a strong blend of customer service acumen, technical understanding, and project leadership skills.

Key Responsibilities

Strategy & Vision:

Develop and execute the strategy for automating customer service interactions, identifying high-impact areas for ML/AI application (e.g., chatbots, virtual assistants, automated routing, predictive service).

Requirements Definition:

Serve as the primary liaison between the Customer Service team and Engineering.

Translate business needs

and customer pain points into clear, detailed, and technically feasible

functional and non-functional requirements

for ML/AI features and automation workflows.

Specify requirements

related to system integration, data handling, and performance metrics for the automation solutions. Ensure requirements are well-documented and align with overall product and engineering standards.

Technical Acumen:

Apply a

good understanding of technology

and data structures to solution design. Possess working knowledge of

Application Programming Interfaces (APIs)

to define how new ML/AI systems will integrate with existing Customer Relationship Management (CRM) tools, communication platforms, and back-end systems. Understand the basic principles and capabilities of relevant ML/AI models and data necessary for successful automation.

Project Leadership & Execution:

Manage the end-to-end lifecycle of automation projects. Prioritize initiatives, manage project timelines, and ensure successful deployment of automation features. Collaborate closely with Data Scientists, Engineers, Product Managers, and Customer Service leadership to deliver high-quality, scalable solutions.

Performance Monitoring & Optimization:

Define key performance indicators (KPIs) for automated interactions (e.g., deflection rate, resolution time, customer satisfaction). Monitor, analyze, and report on the performance of deployed automations and use data to drive continuous improvement and model refinement.

Preferred Education & Experience

Experience:

5+ years of experience in customer service operations, product management, business analysis, or a related field, with at least 2 years focused specifically on customer service automation, ML, or AI projects.

Technical Skills:

Demonstrable

good understanding of technology concepts

and the capabilities/limitations of AI/ML in a customer service context. Familiarity with

API functionality

and system integration processes. Experience writing comprehensive

technical requirements and user stories

for engineering teams. Proficiency in using data to drive decision-making and measure success.

Soft Skills:

Exceptional written and verbal communication skills, with the ability to articulate complex technical concepts to a non-technical audience and vice-versa. Strong analytical and problem-solving abilities. Proven ability to lead cross-functional projects and influence stakeholders at all levels. A passion for delivering an excellent customer experience through innovative technology.

Education:

Master's in Business, Computer Science, Engineering, or a related field, or equivalent practical experience.
"Star India Private Limited is an equal opportunity employer. The company values diversity and its mission is to create a workplace where everyone can bring their authentic selves to work. The company ensures that the work environment is free from any discrimination against persons with disabilities, gender, gender identity and any other characteristics or status that is legally protected."