Job Description:

We are looking for a Senior Manager - GenAI & Automation to drive next-generation customer support initiatives across our e-commerce platform. This role will own and scale GenAI-led solutions such as Voicebots, Agent Co-pilot, Chat automation, and CRM-integrated workflows to improve customer experience, agent productivity, and cost efficiency.

The ideal candidate comes from a customer support or contact center background, has hands-on experience with automation / AI initiatives, understands CRM systems deeply, and can work cross-functionally with Product, Engineering, Operations, and external vendors.

Key Responsibilities:

GenAI & Automation Ownership:

- Own end-to-end delivery of GenAI initiatives including Voicebot, Chatbot, Agent Co-pilot, auto-summarization, and notes automation

- Identify high-impact customer journeys for automation and drive solution design

- Continuously optimize models and workflows to improve CSAT, AHT, FCR, containment, and cost metrics

Customer Support & Operations:

- Apply strong customer support domain knowledge to ensure AI solutions are practical and agent-friendly

- Work closely with Operations to ensure smooth adoption and change management

- Define SOPs, guardrails, fallback logic, and escalation mechanisms

CRM & Platform Enablement:

- Work on CRM integrations to enable AI features (case handling, workflows, role-based access, automation triggers)

- Partner with Product and Engineering teams to enhance CRM usability and data availability

Data & Performance Management:

- Use data to identify opportunities, track performance, and measure business impact

- Build dashboards and reports to track automation outcomes and ROI

- Drive continuous improvement using insights from data and agent/customer feedback

Stakeholder & Vendor Management:

- Act as a key liaison between Product, Engineering, Operations, Analytics, and external AI/voicebot vendors

- Manage vendors, reviews, pilots, UATs, and production rollouts

- Communicate progress, risks, and outcomes clearly to senior stakeholders

Innovation & Risk Taking:

- Think out of the box to propose innovative AI use cases beyond traditional support flows

- Take calculated risks, run pilots/POCs, and scale what works

- Stay updated on GenAI trends relevant to customer support and e-commerce

Required Skills & Experience:

- Hands-on experience with prompt writing for Voicebot, Chatbot, Agent Co-pilot, or AI-led support initiatives

- Strong understanding of CRM platforms (case management, workflows, access controls, and integrations)

- Strong data skills - ability to analyze metrics, draw insights, and make decisions

- Proven stakeholder management and cross-functional collaboration skills

- Ability to work in ambiguity and drive execution end-to-end

- Excellent communication and problem-solving skill

Good to Have:

- Experience in e-commerce high-volume support environments

- Experience working with GenAI vendors (Google, AWS, OpenAI, or similar platforms)

- Exposure to voice technologies, NLP, LLMs, or automation platforms

- Experience in building SOPs, training content, and rollout plans