Responsibilities
- Oversee the full lifecycle of the automation strategy for customer care, including self-service interfaces, AI-based triage, automated alerts, and escalation protocols.
- Collaborate with business and customer support leaders across services to assess customer inquiry patterns, root causes, and operational friction points to uncover automation potential.
- Coordinate with engineering, product, data science, operations, and care teams to implement AI-powered tools that improve service speed and quality.
- Lead organizational change initiatives to ensure smooth integration and widespread use of automation technologies across regional support teams.
- Assist in shaping customer care strategy by working closely with cross-functional departments across service lines.
- Manage complex, multi-team initiatives, aligning timelines, dependencies, and risk mitigation while keeping stakeholders informed.
- Adapt and deploy automation solutions to meet local regulatory and operational requirements in UAE, Jordan, and KSA.
- Investigate and test new artificial intelligence and machine learning technologies such as natural language processing, chatbots, and robotic process automation.
- Develop comprehensive documentation for systems, processes, and performance indicators to ensure long-term scalability and clarity.
- Utilize real-world operational data to generate actionable features, signals, and strategic insights.
- Enhance monitoring and management practices for machine learning models in production.
- Foster a team environment centered on continuous learning, experimentation, and ownership.
- Monitor key performance indicators like contact volume, deflection rates, customer satisfaction, first contact resolution, and automation accuracy to guide improvements.
- Convert analytical findings into strategic actions in collaboration with relevant departments.
- Advocate for a customer-centric automation philosophy—using technology to improve service quality, not only to cut costs.
Benefits
- Opportunity to solve artificial intelligence and data challenges at a regional level with measurable business and social impact.
- Join a high-performing, driven team that prioritizes learning and real-world effectiveness.
- Direct exposure to the evolution of AI in transportation, logistics, and digital financial services in fast-growing markets.
- Learn from exceptional professionals within a collaborative and inspiring workplace community.
- Apply your skills in an organization committed to meaningful impact in a region rich with opportunity.
- Daily opportunities to expand your knowledge and advance your capabilities.
- Hybrid work model: four office days and one remote day per week, with the ability to work remotely from any country for up to 30 days annually, plus unlimited vacation time.
- Access to health insurance and financial support for fitness-related activities such as gym memberships and training programs.
Work Arrangement
Hybrid — UAE, Jordan, KSA
Work Arrangement
- Work 4 days a week in office & 1 day from home, and remotely from any country in the world for 30 days a year with unlimited vacation days per year.
- For individual contributor roles in tech: 2 office days a week and 3 days to work from home.
- Remote work allowed from any country in the world for up to 30 days a year.
