Job Description:
We are seeking a highly skilled and motivated AI Continuous Process Improvement and Customer Self-Service Manager to lead our AI initiatives focused on continuous process improvement and self-service solutions. This role will be pivotal in overseeing the seamless integration, operational management, and enhancement of AI systems within our organization. The ideal candidate will ensure that AI initiatives align with business strategies and are optimized for both efficiency and scalability.
Key Responsibilities:
- Develop and implement operational strategies for AI system management and enhancement.
- Oversee the installation, maintenance, and continuous improvement of AI systems.
- Work closely with IT and development teams to ensure seamless integration and functionality of AI technologies.
- Manage and optimize AI application updates and system upgrades.
- Ensure all AI operations adhere to ethical guidelines and compliance regulations.
- Lead and mentor teams in AI operational best practices and procedures.
- Drive AI-driven transformation strategies aligned with organizational goals.
- Collaborate with senior management and stakeholders to define AI objectives.
- Monitor performance through AI-driven KPIs and provide regular progress updates such as Case Deflection, Customer Effort and Self-Service Utilization Rate.
- Identify, manage, and mitigate risks associated with AI transformation projects.
- Continuously seek opportunities to innovate and improve business processes through AI.
- Deploy and monitor Agentforce as a tool for customer self-service.
- Ensure Agentforce is effectively integrated with existing systems and processes.
- Monitor Agentforce performance and make necessary adjustments to optimize customer self-service.
- Collaborate with Internal (Customer Support) and External Teams (Marketing, Success, Sales) to ensure Agentforce meets customer needs and enhances their experience.
Requirements and Skills:
- Experience in a Customer Support organization.
- Familiarity with Salesforce Service Cloud.
- Strong understanding of AI technologies and their applications in business processes.
- Excellent leadership and team management skills.
- Ability to develop and implement strategic plans for AI-driven transformation.
- Strong analytical and problem-solving skills.
- Excellent communication and collaboration skills.
- Knowledge of ethical guidelines and compliance regulations related to AI.
Preferred Qualifications:
- Bachelor's degree in Computer Science, Engineering, or a related field.
- Advanced degree or certification in AI or related disciplines.
- Experience in continuous process improvement and self-service solutions.
- Familiarity with AI-driven KPIs and performance monitoring.
Top Skills
What We Do
The Trusted Leader in Tax Technology.
We're Vertex (VERX). A pioneer in tax automation for more than 40 years. We proudly serve over 4,000 customers worldwide with distinction and provide comprehensive tax solutions that enable global businesses to transact, comply and grow with confidence.
Our collaborative, friendly culture is the foundation of everything we do and who we are. We're proud to be an employer guided by a common purpose by building trusted relationships at work, in business and in our communities. We strive to be a values-driven employer of choice who attracts, retains, and inspires talented professionals to achieve their full potential. We employ over 1,500 full-time professionals across three continents: US, Europe, and Brazil.
Our software, content, and services address the increasing complexities of global commerce and compliance by reducing friction, enhancing transparency and enabling greater confidence in meeting indirect tax obligations. As a result, our software is ubiquitous within our customers’ business systems, touching nearly every line item of every transaction that an enterprise can conduct. Our software is fueled by over 300 million data-driven effective tax rules and supports indirect tax compliance in more than 19,000 jurisdictions worldwide.
We partner with the world’s most respected companies and harness their strengths to deliver the best tax technology solution to businesses across the globe. We integrate with key technology partners that span ERP, CRM, procurement, billing, POS and e-commerce platforms. We also work closely with over 50 tax, accounting and consulting firms to provide the integrated tax technology solutions.
Why Work With Us
Vertex Inc. is a remote-first global organization that stands out for its commitment to innovation, collaborative culture, and focus on employee growth—our cutting-edge tax technology solutions power global commerce and creativity thrive. Join us to make a meaningful impact and advance your career in a supportive, dynamic workplace.
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