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Service Visibility and Automation Expert
hace 2 meses
About the Role
Cemex, Inc. is seeking a highly skilled Service Visibility and Automation Expert to join our team. As a key member of our Global Commercial Development team, you will be responsible for driving innovation and excellence in customer experience and service visibility initiatives.
Main Responsibilities
- Develop and implement strategic plans to optimize customer experience indicators and align them with the company's goals and objectives.
- Design and deploy smart service center dashboards, service-related key performance indicators (KPIs), and automation use cases to enhance service visibility and efficiency.
- Collaborate with product owners, IT, and customer experience teams to ensure that service visibility and automation initiatives are properly aligned with company strategy.
- Conduct data analysis to identify opportunities to improve customer service and experience, and develop recommendations for process improvements and technology enhancements.
- Build and maintain relationships with key stakeholders to ensure that service visibility and automation initiatives are properly prioritized and supported.
- Stay up-to-date with emerging technologies and industry trends to ensure that service visibility and automation initiatives are innovative and effective.
Qualifications
- Bachelor's degree in engineering, mathematics, or a comparable field.
- Master's degree, ideally with a specialization in Data or Artificial Intelligence.
- At least 5 years of work experience, with at least 3 years of experience in jobs related to customer service, commercial development, sales, processes, and IT.
- Experience in customer service areas or related.
- Proficiency in English (fluent), Data Analysis, Power BI, and Communication Skills.
- Preferred skills in Spanish (advanced), Data Architecture, Large Language Models, Programming skills, work experience in construction/building materials, and Artificial Intelligence.
