The opportunity
Fin , now part of Salesforce, is on a mission to help businesses provide perfect customer experiences.
What you'll do
Challenge and, where warranted, completely redesign existing processes and: ways of working: you won’t be constrained by ‘how we’ve always done it’, and you’ll have the support of Customer Support leadership to make bold changes
Own and evolve the framework for reviewing, prioritising and implementing: Customer Support processes and workflows across Human and AI Support, so every change improves the customer experience
Build and maintain a long-term process strategy and roadmap for Support,: balancing quick wins and immediate fixes with strategic improvements
Own the long-term Continuous Improvement strategy for Support, setting: priorities and a roadmap that cover both Human and AI support
Bring clear proposals and recommendations to leadership, and act on them with autonomy
Partner with teams outside of Customer Support to design processes that work: end to end, agreeing clear ownership, handoffs and shared goals so the customer experience holds across team boundaries.
What they're looking for
- Analyse current processes across Human and AI Support and decide whether each: should be improved, redesigned from scratch or removed entirely. Where AI and automation can fundamentally change how the work gets done, lead that transformation rather than layering them onto legacy workflows
- Own day-to-day operational process fixes and keep existing processes effective
- Design and roll out new or improved processes, solo or with SMEs, partnering: closely with Customer Support leaders and ICs in every region so processes work globally, not just for one region
- Design and implement process control metrics, and monitor process performance and KPIs
