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AI Adoption Lead
Location
Philippines
Posted
88 days ago
Salary
0
Seniority
Senior
Job Description
AI Adoption Lead
SupportNinja
• Monitor tool utilization and usage depth across delivery environments • Track adoption trends and identify gaps by program, function, and role • Drive corrective action where usage is low • Establish accountability with Service Delivery leadership • Lead initiatives that directly improve adoption lift • Map current operational workflows and identify AI insertion points • Audit where tools are bypassed or underutilized • Partner with Delivery leaders to redesign workflows • Standardize best-practice operating models • Conduct training for Agents, Team Leaders, and Operations Managers • Deliver adoption primers and tool walkthroughs • Provide real-world use case demonstrations • Lead refresher sessions for low-adoption teams • Implement certification or validation programs where appropriate • Facilitate workflow redesign workshops • Lead leadership alignment sessions • Connect adoption metrics to performance KPIs • Provide usability coaching and shadowing • Execute targeted interventions based on data signals • Define and track core adoption metrics • Build and maintain dashboards and monthly adoption readouts • Identify risks, gaps, and opportunities • Drive corrective actions in partnership with Delivery leadership • Consolidate friction points and enhancement requests • Prioritize feedback based on adoption and performance impact • Support pilots and feature testing • Measure adoption lift post-release • Partner with Service Delivery on workflow embedding and accountability • Align with Quality and Training on coaching and enablement integration • Collaborate with Product and MomentumLabs on transformation priorities • Support Solutions/Sales with adoption insights where relevant • Adhere to company policies and procedures • Meet or exceed performance targets for related KPIs • Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules • Collaborate with other departments as needed • Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times • Perform other duties as assigned
Job Requirements
- 5+ years in BPO / CX operations, enablement, or performance management
- Experience rolling out tools, platforms, or process transformations
- Experience training or enabling frontline leaders
- Strong operational and workflow understanding
- Experience working cross‐functionally with Delivery, Quality, and Training
- Strong communication, presentation and facilitation skills
- Operational change management
- Adoption strategy and execution
- Workflow design and optimization
- Training facilitation and enablement delivery
- Data interpretation and performance analysis
- Influence without authority
- Stakeholder alignment and accountability management
- Executive communication and reporting
Benefits
- Competitive compensation
- Adherence to government-mandated benefits
- Retirement Savings Program with Company Matching
- Life Insurance
- HMO on day 1
- Paid time off, birthday leave
- Bonus and incentive plans
- Opportunities for skills training and personal and professional development
- Employee Referral Program
- Beautiful office space (for onsite employees)
- Free lunch provided daily (for onsite employees)
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