Job Description

We are hiring a Process Manager to drive analytics-led transformation initiatives within the Customer Service domain. This role will focus on customer journey analytics, service process optimization, chatbot analytics, and operational performance improvement.

Key Responsibilities

• Analyse customer service journeys and operational workflows to identify process improvement opportunities.
• Develop dashboards and reporting solutions to monitor customer service KPIs and operational metrics.
• Partner with business teams to optimize customer experience and service efficiency.
• Support chatbot performance analysis and conversational analytics initiatives.
• Build scalable analytics solutions using modern cloud and data platforms.
• Drive stakeholder engagement and ensure successful delivery of analytics initiatives.

Required Skills & Experience

• 8–10 years of experience in Customer Service Analytics / Operations Analytics.
• Strong expertise in:
  • Power BI
  • SQL
  • Adobe Analytics
  • Amplitude
  • Python
  • Databricks
• Strong understanding of customer service operations and analytics ecosystems.

Preferred Skills

• Understanding of chatbot analytics and conversational AI ecosystems.
• Excellent communication and stakeholder management skills.

Experience working in consulting or large enterprise environments.