Systems Enablement Manager, Customer Service

About the job

Customer advocacy is at the heart of Customer Service. HTS’s Customer Service teams endeavor to leverage AI technologies to build automated workflows, in order to allow customers to help themselves whenever possible and provide both users and agents a delightful, seamless experience. The Systems Enablement Manager will have an integral role in driving customer happiness and reducing HTS cost to serve customers. They will create and manage user and agent-facing self-help resources that support customer and agent autonomy, along with product engagement.

The Systems Enablement Manager will be responsible for owning all agent-facing tools. They will focus on everyday automation initiatives, including agent and customer workflows, AI virtual assistant building and governance; along with data management; and overall system administration.

Key Responsibilities

• Liaise with internal and external stakeholders to collect functional and tech...