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Director of CX Operations, AI Automation and Payments
Не указаноПолная занятостьOperational ExcellenceHospitality TechnologyEnterprise Software
Lead customer experience operations for a global hospitality software company, combining hands-on AI automation, workflow engineering, billing and payment operations, data-driven improvement, and cross-functional leadership.
Обязанности
- Design, build, deploy, monitor, and improve AI solutions, automations, and AI-agent workflows for customer experience operations.
- Architect scalable workflows integrating customer experience and business systems using n8n, Make, Claude, and related technologies.
- Own the priorities, roadmap, and requirements for a client-facing AI chatbot built with AWS AgentCore and LangChain.
- Oversee the customer experience technology ecosystem, including Zendesk, Tymeshift, Airtable, and internal tools.
- Own customer experience KPI reporting and partner with business intelligence teams to improve data quality, dashboards, and operational visibility.
- Lead day-to-day billing and payment operations covering billing, payments, refunds, credits, subscriptions, and related processes.
- Manage billing and payment operations teams, capacity, priorities, performance, service levels, backlogs, accuracy, and quality.
- Establish operational controls, resolve escalations, coordinate cross-functional issue resolution, and reduce customer impact.
- Drive root-cause analysis, automation, and continuous improvement across billing, payment, and customer experience processes.
- Evaluate emerging AI and automation opportunities to improve operational efficiency and customer outcomes.
Требования
- Proven hands-on experience building and deploying AI-based automations and solutions.
- Deep practical expertise with n8n, Make, Claude, or comparable workflow automation technologies.
- Experience with information systems, workflow design, and process automation in a global or international organization.
- Strong analytical skills and experience using data and KPIs to guide operational decisions.
- Experience managing multidisciplinary teams, particularly small, high-performing teams.
- Fluent English with excellent written and verbal communication skills.
- Customer-focused, technology-oriented approach with an ability to translate customer needs into operational improvements.
Будет плюсом
- Experience in hospitality, hotels, travel, or a global B2B SaaS company.
- Experience with billing, payments, subscriptions, or revenue operations.
- Experience with AWS AgentCore, LangChain, large language models, or AI agent architectures.