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Manager - Customer Service, Digital
Full-time
Lead JioHotstar's initiatives to transform customer interactions through Machine Learning (ML) and Artificial Intelligence (AI). This role is pivotal in enhancing the customer experience, improving operational efficiency, and driving innovation within the Customer Service department.
Key Responsibilities
Strategy & Vision: Develop and execute the strategy for automating customer service interactions, identifying high-impact areas for ML/AI application such as chatbots, virtual assistants, automated routing, and predictive service.
Requirements Definition: Serve as the primary liaison between Customer Service and Engineering, translating business needs and customer pain points into clear, technically feasible requirements for ML/AI features and automation workflows.
Technical Acumen: Apply working knowledge of APIs, data structures, and relevant ML/AI models to define how new systems integrate with existing CRM tools, communication platforms, and back-end systems.
Project Leadership & Execution: Manage the end-to-end lifecycle of automation projects, prioritizing initiatives, managing timelines, and collaborating with Data Scientists, Engineers, and Product Managers to deliver scalable solutions.
Performance Monitoring & Optimization: Define KPIs for automated interactions (deflection rate, resolution time, CSAT), then monitor, analyze, and report on performance to drive continuous improvement.
Preferred Experience
5+ years of experience in customer service operations, product management, business analysis, or a related field.
At least 2 years focused specifically on customer service automation.
