CUSTOMER OPERATIONS SYSTEMS SPECIALIST - A

CUSTOMER OPERATIONS SYSTEMS SPECIALIST - A

Are you passionate about harnessing AI to transform customer service channels and internal processes? We are looking for an AI Expert with a strong focus on applying artificial intelligence to enhance customer interactions, optimize internal operations, and drive innovation across the organization.

Main Responsibilities

• Serve as the primary liaison between Customer Operations and IT product owners, translating business requirements into actionable technical backlogs, and defining clear project scopes, success metrics, and expected outcomes for all system-related initiatives.
• Identify and implement AI solutions to improve customer service channels (chatbots, virtual assistants, automated responses) and internal processes (workflows, decision automation, and operational efficiency).
• Analyze and interpret AI-driven insights, providing actionable recommendations to improve service quality and internal efficiency.
• Support data extraction and automation through AI tools, focusing on using intelligent automation rather than traditional SQL-based methods.

Education

• Bachelor’s degree in Information Systems, Engineering, or a related field.

Experience

• Min 1 year of experience in AI applications for customer service channels and internal process optimization.
• Deep understanding of how to leverage AI technologies to enhance customer experiences and improve operational workflows.
• Experience in data extraction and automation through AI tools, without relying on SQL (min 1 year).
• Strong analytical skills to interpret AI outputs and provide data-driven insights for continuous improvement.
• Strong understanding of AI-driven automation and self-service platforms, ensuring smooth integration and enhancement of customer service technology solutions.
• Expertise in agile methodologies (Scrum, Kanban), with a clear grasp of product lifecycle management, enabling efficient sprint planning and continuous product improvement.
• Ability to translate strategic business objectives and customer-centric goals into actionable technology requirements, aligning system functionalities with operational and business needs.
• Expertise in business intelligence (BI) and data analytics, including performance tracking, gap analysis, and dashboard creation.

Languages

• English – C1 (Advanced proficiency).
• Spanish – C1 (Advanced proficiency).

Seniority level: Associate

Employment type: Full-time

Job function: Customer Service and Information Technology

Industries: Airlines and Aviation