Business Operations Manager II, Advanced Process and Tools
Core
Lead a team of Program Managers to resolve systemic process gaps and tool limitations, driving operational efficiency and reducing contact volume for millions of customers.
Role type
Senior IC Business Operations Manager (Process & Tools)
Builds
Streamlined operational workflows and enhanced support tools for field agents and customers
Domain
Telecommunications / Customer Experience Operations
Required skills
People leadership, quantitative impact modeling, AI literacy (GenAI/LLMs), change management, executive communication, stakeholder management
Preferred skills
None stated
Technologies
Generative AI, LLMs, automated workflow tools, data analysis tools
Responsibilities
Mentor Program Managers to achieve operational efficiency OKRs; Conduct root cause analyses on agent tool pain points and ticket trends; Build business cases for IT backlog prioritization; Leverage AI tools to optimize agent efficiency; Build strategic partnerships across CXO and IT teams
Seniority
Senior, hands-on IC with team leadership