Agentic Process and Transformation Lead for Customer Service

Omnissa•Atlanta, GA

35d

About The Position

We’re seeking an AI‑First Operating Model Lead to define and operationalize the future of Global Customer Support (GCS). This role focuses on designing the AI‑first operating model across L0–L3, strengthening the connection between reactive support and proactive Customer Success, and ensuring that agentic workflows, governance, and quality controls are built for scale. You’ll partner closely with Product Management, IT/Engineering, Customer Success, and Support Leadership as both a strategist and operator—owning the requirements, rhythms, and frameworks that enable the organization to adopt AI‑driven service models effectively.

Requirements

Proven experience transforming processes and operating models in SaaS, Support, Tech Ops, Customer Success, or broader post‑sales environments.
Strong matrix leadership skills with the ability to influence without authority.
Experience defining workflows, governance, and operating models at scale.
Strong analytical and structured problem‑solving skills.
Ability to translate business needs into clear requirements for Product and Engineering teams.

Nice To Haves

Experience with AI‑first service models or agentic workflows.
Background in high‑growth or transformation‑driven environments.
Familiarity with digital engagement strategies, customer health frameworks, or post‑sales coverage models.
Experience driving adoption of new processes or technologies across global teams.

Responsibilities

Operating Model Design & Execution Define the AI‑first GCS operating model (L0–L3), including workflows, handoffs, decision rights, exceptions, and quality controls.
Design the future‑state long‑tail post‑sales model that strengthens collaboration between reactive support and proactive Customer Success motions.
Establish governance, standards, and operating rhythms that ensure consistency and measurable outcomes.
Requirements, Sequencing & Cross‑Functional Alignment Translate GCS needs into clear, actionable requirements in partnership with Product Management and IT/Engineering.
Ensure sequencing of agentic use cases maximizes value and aligns with product delivery timelines.
Partner cross‑functionally to align on ownership boundaries, customer health signals, and digital engagement plays.
Adoption, Readiness & Value Realization Drive adoption of AI‑first workflows through readiness gates, training, playbooks, and enablement.
Build operating rhythms that support continuous improvement, measurement, and iteration.
Ensure teams understand and execute against new processes, quality standards, and decision frameworks.
Use Case Portfolio & Governance Develop and maintain a prioritized portfolio of agentic use cases with requirements, acceptance criteria, and rollout gates.
Define governance models that ensure safe, consistent, and high‑quality AI‑driven support experiences.
Measurement, KPIs & Insights Build a KPI framework with baselines, targets, and instrumentation requirements.
Partner with Product/IT to establish a transformation operating rhythm: intake → delivery → adoption → measurement → iteration.