ИзраильCustomer Care Business Partner
вчера
ИзраильSenior
ai automationdata analysisvoice of customercontact center operations
Manage and strategize customer care operations focusing on customer journey optimization, AI automation scaling, and resolution rate improvement.
О компании
- Founded in 2005, is the global financial platform that removes friction from doing business across borders, with a mission to connect the world’s underserved businesses to a rising global economy. We’re a community with over 2,500 colleagues all over the world, working to serve customers, and partners in over 190 countries and territories.
- By taking the complexity out of the financial workflows–including everything from global payments and compliance to multi-currency and workforce management, to providing working capital and business intelligence–we give businesses the tools they need to work efficiently worldwide and grow with confidence.
- As a Customer Care Operations & Strategy Manager, you will be a strategic driver in transforming 's customer care operations. You will own critical insights and execution across customer journey optimization, AI automation scaling, resolution rate improvement, and cross-functional coordination. This is not a support role—you will shape strategy, influence critical decisions, and lead high-impact initiatives that directly impact customer satisfaction and operational efficiency. What You'll Do ● Own strategic analytics and insights: Synthesize Voice of Customer (VoC), resolution rate, and contact driver data to inform and influence strategic decisions at the leadership level ● Drive AI and automation strategy: Lead automation sprint planning, intent prioritization, and containment rate optimization; own quality assurance coordination and frontline feedback loops ● Lead cross-functional alignment: Prepare and drive strategy sessions, executive briefings, and stakeholder syncs across Product, Ops, Analytics, and Vendor Management; shape decisions through clear communication and actionable insights ● Own strategic initiative execution: Maintain and drive live dashboards and project trackers; own accountability for resolution rate progress, automation containment, and key metric movement ● Shape segment strategy execution: Drive segment-level strategy including service level optimization, journey mapping, and personalization initiatives; coordinate implementation across tea
Другое
- Learning what they need and creating what will help them go further.
- Being fearlessly accountable in everything we do.
- Always striving for a higher standard than our last.
- Build each other up Helping each other grow, as professionals and people.
- If this sounds like a business, a community, and a mission you want to be part of, apply today.