Job Title

Are you a results-driven professional with a minimum of 5 years of experience and a proven track record of delivering tangible financial impact?411 Locals is a leading digital marketing agency serving home service businesses across the U.S. We specialize in helping local companies grow through Google Ads, SEO, and online visibility. As we scale, we’re hiring a highly skilled Transformation & Improvement Specialist to join our digital marketing organization. This is a goal-driven role where your primary objective will be to optimize the cost of operations (Productivity / Hard $ savings) and actively help/support business teams drive Company Revenue & Customer Retention (Effectiveness) through strategic process enhancements, advanced AI capabilities, and predictive analytics. Your success will be directly gauged by the actual dollars delivered in savings and increased revenue.You'll be expected to deeply understand our operations; this means undergoing key stroke level process-level training and seamlessly integrating with our front-line team members to truly grasp the nuances from the ground up.Build a good rapport with internal business stakeholders and collaborate effectively in the business transformation initiatives.You should be someone who can navigate through ambiguity to look for out of the box solutions for optimising the business processes (A very critical requirement)Responsibilities:Lead and implement high-impact transformational initiatives within the call center operations, relentlessly identifying and eliminating inefficiencies, reducing variations, and enhancing overall operational effectiveness to directly impact the bottom line. While practical knowledge of Lean and Six Sigma is beneficial, we prioritize your ability to drive significant, measurable financial improvements.Collaborate closely with the business, development and AI/ML engineers to drive initiatives from ideation to implementation and through to the last mile, ensuring a smooth transition into Business As Usual (BAU) processes.Apply AI/ML implementation skills, specifically in building and deploying predictive models, to analyze large and complex datasets. You'll leverage these models to optimize business operations, predict customer behavior, identify root causes of process inefficiencies leading to revenue loss and customer retention issues and provide data-driven recommendations that directly optimize call center performance and help/support business teams drive revenue and retention growth.Develop and refine regenerative AI prompting strategies designed for customer call and interaction evaluation. You'll expertly craft prompts to effectively analyze, summarize, extract key insights, and identify areas for improvement from customer interactions, directly supporting quality assurance, agent coaching, and overall service enhancement that leads to higher retention and revenue.Drive the adoption and seamless integration of new AI/ML technologies and optimized processes within the call center, ensuring maximum financial impact and operational efficiency.Collaborate effectively with senior stakeholders and business teams, skillfully navigating complex organizational dynamics to gain buy-in and successfully implement both process-driven and AI-powered improvement projects with clear ROI.Relentlessly focus on key performance indicators (KPIs) related to cost optimization, revenue growth, and customer retention, ensuring that all transformation and AI-driven efforts directly contribute to achieving critical business objectives and are quantifiable in terms of dollars.Develop and monitor robust metrics to track the actual financial impact of implemented process improvements and AI/ML solutions, ensuring sustainable gains and fostering continuous optimization.Qualifications:Minimum of 5 years of experience in a similar role with a proven track record of delivering quantifiable financial results in transformation, process improvement, and/or AI/ML implementation.A strong blend of knowledge in process improvement methodologies (e.g., understanding of workflow optimization, root cause analysis) and practical expertise in AI and Machine Learning.Specific, hands-on experience in building and deploying predictive models using AI/ML techniques.Demonstrated proficiency with regenerative AI prompting techniques, specifically tailored for analyzing and evaluating customer calls and interactions.Exceptional analytical skills with the ability to analyze and interpret large datasets to derive actionable, financially impactful insights and inform AI/ML model development and process enhancements.Prior experience working within call center operations, possessing a deep understanding of the unique challenges and opportunities within this environment.Exposure to and comprehensive understanding of both voice and data-based call center operations.Exceptional communication and interpersonal skills, with the ability to effectively engage, influence, and present to senior stakeholders, business, development, and data science teams, clearly articulating the financial benefits of proposed initiatives.Proven ability to navigate and resolve complex situations, demonstrating strong problem-solving skills in environments integrating process and technology.A willingness to immerse in day-to-day operations, including undergoing basic process training and collaborating directly with front-line team members to uncover opportunities for improvement.Certifications Required:Lean Six Sigma Green Belt or Black Belt Certification: Demonstrates an advanced understanding of process improvement methodologies.AI/Machine Learning Certification: A recognized certification from platforms like Google Cloud, AWS, Microsoft Azure, IBM, or academic institutions (e.g., Coursera specializations, edX programs) validating expertise in AI/ML concepts and predictive modeling.Generative AI / Prompt Engineering Certification: A certification specifically focused on prompt engineering or generative AI applications (e.g., from Google, IBM, DeepLearning.AI, or other reputable providers).What We Offer:100% Work-From-Home Option: Enjoy the flexibility and autonomy of a fully remote work environment, allowing you to optimize your work-life balance.Direct Impact with Senior Leadership: Work directly with the organization's senior leadership, gaining unparalleled exposure to strategic decision-making and contributing at the highest level.Solve Real-Life Complex Problems: Tackle challenging, high-impact business problems that require innovative thinking and deliver tangible improvements that shape the future of our operations.A highly collaborative and supportive work environment that values innovation and measurable results.Opportunities for continuous learning and professional development in cutting-edge AI and business transformation.Good compensation benefits and ability to select a contractual package leading to Tax savings in IndiaIf you are a highly adaptable, innovative individual with a relentless drive for delivering measurable financial outcomes, who thrives at the intersection of operational excellence and advanced technology, and possesses a strong desire to transform call center performance while supporting the company's revenue goals, we encourage you to apply!