Senior Manager, SEA Care Process Innovation

What you'll do

• Lead North America’s Customer Service Process Innovation activities including business transformation and AI adoption.
• Define and manage project scopes, work plans, and timelines to ensure successful completion of innovation initiatives.
• Establish and manage KPIs with senior leadership to drive continuous performance and quality improvements.
• Develop an AI transformation roadmap by identifying high-impact use cases across contact center, eCommerce, and field services.
• Deploy Intelligent Process Automation (IPA) solutions combining Robotic Process Automation (RPA) with AI/ML capabilities.
• Utilize AI-powered process mining tools to map existing processes 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.

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 performing business process review, analysis, and managing departmental and project budgets.
• Proficiency in Microsoft Office including Excel, PowerPoint, and Word.
• PMP certification (preferred).
• Proficiency in Korean is recommended for communication with Korea headquarters.
• Hands-on experience applying AI/ML technologies, Generative AI platforms, or RPA tools (preferred).