Senior Manager, Care Process Innovation

What you'll do

• Lead large-scale business process transformations and improvements across all North American Care divisions.
• Define and execute the AI transformation roadmap by identifying high-impact use cases for customer service operations.
• Deploy Intelligent Process Automation (IPA) solutions combining Robotic Process Automation with AI, NLP, and predictive analytics.
• Utilize AI-powered process mining tools to map existing workflows and identify operational inefficiencies.
• Evaluate and scale Generative AI applications to improve service quality and team productivity.
• Establish an AI governance framework to ensure data privacy compliance and responsible AI usage.
• Develop training programs and workshops to build AI literacy across the organization.
• Perform root cause analysis on process issues to implement corrective actions and optimize performance.

What we're looking for

• Bachelor's degree in Business, Engineering, Information Systems, or a related field.
• MBA is preferred.
• Minimum 8+ years of experience in project management, budget management, and financial and operational analysis.
• Experience in business process review, analysis, and presenting to executive management teams.
• Proficiency in Microsoft Office (Excel, PowerPoint, Word) and knowledge of IT solutions like ERP, CRM, and SaaS.
• PMP certification is a plus.
• Proficiency in Korean is recommended for communication with Korea headquarters.
• Experience with AI/ML technologies, RPA platforms, process mining tools, or cloud platforms is preferred.