Transformation Lead Operational Processes

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Job Summary

Lead AI-first transformation of Field & Channel operations embedding automation predictive insights and agentic AI capabilities to deliver scalable efficiency superior customer experience and next-generation service models.

• Lead end-to-end transformation of field and customer account management processes using AI automation and digital solutions

• Drive continuous improvement initiatives across operations focusing on cost productivity and customer experience

• Identify and implement digital and AI-enabled improvements (e.g. process automation insights-driven decision-making)

• Partner cross-functionally (Field Supplier Management CX Digital teams) to deliver end-to-end operational outcomes

• Redefine operating models to be simpler more standardized and scalable across markets

• Improve supplier and partner performance through structured governance insights and performance tracking

Track business impact through defined KPIs (cost-to-serve SLA adherence CSAT efficiency)

Key Outcomes - Increased automation rates and reduced manual interventions

• Measurable improvement in cost-to-serve through AI-led optimization

• Enhanced customer experience (CSAT) via faster predictive and proactive support

• Increased adoption of digital and selective AI-driven capabilities

Profile - Strong experience in operational transformation with AI / digital integration focus

• Proven track record of delivering AI or automation-led business outcomes

• Deep understanding of field services customer support and supplier ecosystem

• Experience with data-driven decisioning analytics platforms or AI-enabled tools

• Ability to drive cross-functional transformation at scale and influence senior stakeholder

Education Recommended
Four-year or Graduate Degree in Computer Science Information Systems Engineering or any other related discipline or commensurate work experience or demonstrated competence.


Disclaimer
This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties skills responsibilities knowledge etc. These may be subject to change and additional functions may be assigned as needed by management.

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Equal Opportunity Employer (EEO) -

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