CS Transformation & Implementation Specialist
Core
Lead the end-to-end transformation and implementation of a new AI-ready omnichannel customer service platform, redesigning operational workflows and scaling automation for the travel industry.
Role type
Senior Product Owner / Business Analyst (CS Transformation)
Builds
Cloud omnichannel platforms, AI-enabled operational workflows, and automation solutions for customer service.
Domain
Travel industry, Customer Service Operations, Cloud Platforms
Deliverable
production ML models | product features | dashboards & analysis
Required skills
Zendesk implementation, BPMN workflow modeling, AI/automation strategy, cross-functional stakeholder management, operational data analysis, change management
Preferred skills
Travel industry experience, RPA/API integrations, Agile methodologies, Change Management certifications (ADKAR/Prosci), Italian/Spanish
Technologies
Zendesk, Cloud platforms, RPA, API connectors, BI tools, Excel/Google Sheets
Responsibilities
Lead discovery and solution design for new operational workflows; Define future operational models and service-level rules; Drive AI and automation initiatives to remove manual tasks; Manage end-to-end implementation from cutover to post-launch stabilization; Align cross-functional stakeholders on scope and trade-offs; Monitor performance against operational KPIs.
Seniority
Senior, hands-on IC
