Assistant Manager - AI Services

Job Description

About the Role: As a Senior Associate Quality, Training, Process Excellence, and Escalations , you will support efforts to enhance customer and seller support operations through high-quality service delivery, efficient processes, and innovative tools. You will contribute to initiatives focused on training, quality assurance, process improvement, and the thoughtful adoption of GenAI technologies. This role is ideal for someone with hands-on experience in support operations, a keen interest in technology-driven solutions, and a drive to improve service performance through collaboration and continuous learning. What will you do Support GenAI Adoption & Operational Improvements: Assist in integrating GenAI tools to improve support workflows and enhance the efficiency of customer and seller interactions. Contribute ideas and execute plans that help teams make better decisions and deliver more personalized, responsive support. Contribute to Quality Assurance Initiatives: Help implement quality monitoring practices and analyze support data to identify areas for improvement. Collaborate with team leads to ensure consistent service delivery and share insights that improve customer experience. Deliver and Improve Training Programs: Work with training leads to design and deliver scalable training content, including AI-driven modules. Help keep training material up-to-date and relevant to evolving customer needs and product changes. Enhance Process Excellence Efforts: Participate in process audits and support the design of process improvements that enhance efficiency and consistency. Document best practices and assist with rolling out operational updates to support teams. Support Escalation Management: Assist in managing and tracking complex support escalations, ensuring timely and effective resolution while identifying trends for long-term improvements. What will you need 1 to 3 years of experience working with AI tools, customer service processes, or quality/training programs, preferably in a support operations environment. Familiarity with GenAI technologies and a strong interest in learning how to apply them to real-world service challenges. Attention to detail and strong analytical skills to help assess quality data, identify trends, and recommend improvements. Good communication and collaboration abilities , with experience working across teams to implement process or training updates. Proactive mindset , eager to learn and contribute to a culture of continuous improvement and service excellence.