We are seeking a highly motivated and results-driven Customer Service Automation Manager to lead our initiatives in transforming customer interactions through cutting-edge Machine Learning ML and Artificial Intelligence AI technologies This role is pivotal in enhancing the customer experience improving operational efficiency and driving innovation within our Customer Service department The ideal candidate possesses a strong blend of customer service acumen technical understanding and project leadership skills Key Responsibilities Strategy Vision Develop and execute the strategy for automating customer service interactions identifying high-impact areas for ML AI application e g chatbots virtual assistants automated routing predictive service Requirements Definition Serve as the primary liaison between the Customer Service team and Engineering Translate business needs and customer pain points into clear detailed and technically feasible functional and non-functional requirements for ML AI features and automation workflows Specify requirements related to system integration data handling and performance metrics for the automation solutions Ensure requirements are well-documented and align with overall product and engineering standards Technical Acumen Apply a valuable understanding of technology and data structures to solution design Possess working knowledge of Application Programming Interfaces APIs to define how new ML AI systems will integrate with existing Customer Relationship Management CRM tools communication platforms and back-end systems Understand the basic principles and capabilities of relevant ML AI models and data necessary for successful automation Project Leadership Execution Manage the end-to-end lifecycle of automation projects Prioritize initiatives manage project timelines and ensure successful deployment of automation features Collaborate closely with Data Scientists Engineers Product Managers and Customer Service leadership to deliver high-quality scalable solutions Performance Monitoring Optimization Define key performance indicators KPIs for automated interactions e g deflection rate resolution time customer satisfaction Monitor analyze and report on the performance of deployed automations and use data to drive continuous improvement and model refinement Preferred Education Experience Experience 5 years of experience in customer service operations product management business analysis or a related field with at least 2 years focused specifically on customer service automation ML or AI projects Technical Skills Demonstrable good understanding of technology concepts and the capabilities limitations of AI ML in a customer service context Familiarity with API functionality and system integration processes Experience writing comprehensive technical requirements and user stories for engineering teams Proficiency in using data to drive decision-making and measure success Soft Skills Exceptional written and verbal communication skills with the ability to articulate complex technical concepts to a non-technical audience and vice-versa Strong analytical and problem-solving abilities Proven ability to lead cross-functional projects and influence stakeholders at all levels A passion for delivering an excellent customer experience through innovative technology Education Master s in Business Computer Science Engineering or a related field or equivalent practical experience Star India Private Limited is an equal opportunity employer The company values diversity and its mission is to create a workplace where everyone can bring their authentic selves to work The company ensures that the work environment is free from any discrimination against persons with disabilities gender gender identity and any other characteristics or status that is legally protected