Global Product Operationalization Head, COE Efficiency Program

Global Product Operationalization Head, COE Efficiency Program Department: Community Operations Team: Strategy & Program Operations Location: San Francisco, United States Type: Full-Time **About the Role** The Global Product Operations Lead - COE Efficiency sits within our Global Digital Experience team, the digital service design arm of the global CommOps organization. COEs stand for Centres of Excellence and are the inhouse team of customer support agents who serve customers in complex and elevated situations. This role will work with various teams in CommOps and Tech to lead the COE efficiency program for customer support operations including process automations and AI applications. As the program head, you will take an active role in the formation of the COE Efficiency product strategy and lead work streams/programs to execute on the aligned strategy. You will work closely with FieldOps teams and leaders to deeply understand their business processes, understand where opportunities for productivity improvement lies and where technology can be used to accelerate capturing of those opportunities, and collaborate with engineering and product teams to build scalable solutions to realise the potential gains. You will work closely with CO (Customer Obsession product) stakeholders to design scalable solutions and drive effective rollout strategies but also work with other AI and Engineering teams as needed. **What You'll Do** - Lead the COE Efficiency Program, defining the vision, roadmap, and success metrics to drive operational excellence across global support operations - Partner with Product, Engineering, and Field Operations to identify and implement AI and automation solutions that streamline workflows and enhance agent productivity - Lead a team of 3-5 people who will deliver on the initiatives identified to deliver COE efficiency - Map end-to-end support processes to uncover inefficiencies, automation opportunities, AI application opportunities and tool optimization needs - Explore external Tech vendors who can provide meaningful solutions to help expedite the gains; ensure vendors are properly onboarded including obtaining Engg Security cl