Job Title

We are looking for an Manager – GenAI & Automation to drive next-generation customer support initiatives across our e-commerce platform. This role will own and scale GenAI-led solutions such as Voicebots, Agent Co-pilot, Chat automation, and CRM-integrated workflows to improve customer experience, agent productivity, and cost efficiency.The ideal candidate comes from a customer support or contact center background, has hands-on experience with automation / AI initiatives, understands CRM systems deeply, and can work cross-functionally with Product, Engineering, Operations, and external vendors.Key ResponsibilitiesGenAI & Automation Ownership•Own end-to-end delivery of GenAI initiatives including Voicebot, Chatbot, Agent Co-pilot, auto-summarization, and notes automation•Identify high-impact customer journeys for automation and drive solution design•Continuously optimize models and workflows to improve CSAT, AHT, FCR, containment, and cost metricsCustomer Support & Operations•Apply strong customer support domain knowledge to ensure AI solutions are practical and agent-friendly•Work closely with Operations to ensure smooth adoption and change management•Define SOPs, guardrails, fallback logic, and escalation mechanismsCRM & Platform Enablement•Work on CRM integrations to enable AI features (case handling, workflows, role-based access, automation triggers)•Partner with Product and Engineering teams to enhance CRM usability and data availabilityData & Performance Management•Use data to identify opportunities, track performance, and measure business impact•Build dashboards and reports to track automation outcomes and ROI•Drive continuous improvement using insights from data and agent/customer feedbackStakeholder & Vendor Management•Act as a key liaison between Product, Engineering, Operations, Analytics, and external AI/voicebot vendors•Manage vendors, reviews, pilots, UATs, and production rollouts•Communicate progress, risks, and outcomes clearly to senior stakeholdersInnovation & Risk Taking•Think out of the box to propose innovative AI use cases beyond traditional support flows•Take calculated risks, run pilots/POCs, and scale what works•Stay updated on GenAI trends relevant to customer support and e-commerceRequired Skills & Experience•3–5 years of experience in customer support, contact center operations, automation, or product ops roles•Hands-on experience with prompt writing for Voicebot, Chatbot, Agent Co-pilot, or AI-led support initiatives•Strong understanding of CRM platforms (case management, workflows, access controls, and integrations)•Strong data skills – ability to analyze metrics, draw insights, and make decisions•Proven stakeholder management and cross-functional collaboration skills•Ability to work in ambiguity and drive execution end-to-end•Excellent communication and problem-solving skillGood to Have•Experience in e-commerce high-volume support environments•Experience working with GenAI vendors (Google, AWS, OpenAI, or similar platforms)•Exposure to voice technologies, NLP, LLMs, or automation platforms•Experience in building SOPs, training content, and rollout plans