Customer Care Business Partner
Core
Strategic driver transforming customer care operations through analytics, AI automation scaling, and cross-functional coordination to improve resolution rates and customer satisfaction.
Role type
Senior IC Customer Care Operations & Strategy Manager
Builds
Customer journey optimization, AI automation initiatives, and operational efficiency improvements
Domain
Fintech / Global Payments / Customer Operations
Deliverable
production ML models
Required skills
Strategic analytics, AI/automation strategy, cross-functional leadership, data synthesis, process improvement, stakeholder influence
Preferred skills
Tableau/Power BI, Claude Code, customer journey mapping, VoC frameworks, Asana/Miro
Technologies
SQL, Excel, Tableau, Power BI, Claude Code, Asana, Miro
Responsibilities
Synthesize VoC and resolution data to inform leadership decisions; lead AI automation sprint planning and containment optimization; drive cross-functional strategy sessions and executive briefings; maintain live dashboards and project trackers; execute segment-level service level optimization; implement process improvements and efficiency gains; manage vendor performance and coordination
Seniority
Senior, hands-on IC