- Partner with Customer Support leaders to understand business priorities, pain points, and value drivers; translate them into technology roadmaps and prioritized initiatives.
- Act as the single point of accountability between business teams and IT delivery groups, ensuring clear demand intake, prioritization, communication, and benefits realization.
- Drive improvements across customer support platforms and processes, including contact center, CRM, knowledge management, customer portals, e-Commerce, self-service, and support workflow capabilities.
- Identify automation, analytics, and AI use cases that improve support quality, agent productivity, customer experience, and end-to-end support journeys.
- Partner with architecture, data, cybersecurity, product, and delivery teams to ensure solutions meet enterprise standards for security, compliance, scalability, usability, and supportability.
- Support change management, business readiness, stakeholder communications, adoption plans, and training needs for new or enhanced solutions.
- Track KPIs, service health, adoption, risks, and business outcomes; **escalate** issues and drive continuous improvement across IT-enabled support services.
Requirements
- Bachelor's degree in Information Technology, Computer Science, Business, or related field, or equivalent practical experience.
- Experience in IT business partnership, business relationship management, customer support technology, digital transformation, product ownership, or program delivery.
- Strong understanding of customer support operations, service management, business process improvement, and stakeholder engagement.
- Ability to translate business needs into technology requirements, investment cases, roadmaps, and measurable outcomes.
- Excellent communication, facilitation, prioritization, problem-solving, and executive stakeholder management skills.
- Experience with contact center, CRM, portal, knowledge management, ITSM, workflow automation, or customer experience platforms.
- Familiarity with Agile, ITIL, Lean, Six Sigma, project management, or product management practices.
- Experience working across global, matrixed teams with business, supplier, cybersecurity, data, architecture, and delivery stakeholders.
- Working knowledge of Generative AI, AI copilots, conversational AI, machine learning, intelligent automation, and analytics concepts.
- Ability to identify practical AI opportunities for customer support, including agent assist, knowledge search, virtual agents, ticket routing, sentiment insights, and workflow automation.
- Understanding of responsible AI, data protection, cybersecurity, governance, and adoption considerations in an enterprise environment.
Core Competencies
Demonstrates expertise in translating business needs into technology roadmaps and measurable outcomes, with a strong focus on customer support operations and digital transformation. Proficient in driving improvements across customer support platforms and processes while ensuring compliance and security standards are met.
Highest-signal resume keywords
- IT Business Partnership
- Customer Support Technology
- Business Process Improvement
- Agile Methodologies
- Generative AI
ATS Optimization Keywords
Hard Skills
- Business Relationship Management
- Service Management
- Workflow Automation
- Contact Center Platforms
- CRM Systems
- Knowledge Management
- ITSM
- Digital Transformation
- Product Ownership
- Program Delivery
Soft Skills
- Excellent Communication
- Facilitation
- Prioritization
- Problem-Solving
- Executive Stakeholder Management
Industry Keywords
- Change Management
- Stakeholder Engagement
- Continuous Improvement
- Data Protection
- Cybersecurity
Tools & Technologies
- Customer Experience Platforms
- Analytics Tools
- AI Copilots
- Conversational AI
- Machine Learning