Product Operations Transformation Manager

Operational Frameworks & Governance

• Design and implement operational frameworks for AI and digitization programs that can be consistently deployed across multiple markets.
• Actively participate in program governance, ensuring dependencies, risks, and escalations are effectively communicated to PMO and cross-functional stakeholders.

Process Design & Business Requirements

• Collaborate with cross-functional teams to map processes, identify AI/digital opportunities, and define future-state operations.
• Translate market-specific needs into clear business requirements and drive end-to-end implementation across regions.
• Establish automation principles, bot interaction guidelines, fallback mechanisms, and escalation protocols.

AI Compliance & Risk Management

• Identify operational and regulatory risks in AI deployment, and develop mitigation plans to prevent service disruptions or compliance breaches.
• Ensure all initiatives comply with evolving data privacy and ethical AI standards.

Performance Measurement & Optimization

• Define post-implementation KPIs, build dashboards and reports to monitor performance, and leverage analytics to drive continuous improvement.
• Track critical business metrics such as NPS and resolution time to maintain operational excellence.

Change Management & Training

• Design and deliver training programs for local teams to support new workflows.
• Manage change effectively during program rollouts across multiple markets.

Innovation & Continuous Improvement

• Stay abreast of emerging AI technologies and industry trends.
• Recommend enhancements to existing initiatives to maximize operational impact and efficiency.