Agentic Process and Transformation Lead for Customer Service

Job Description

Job Title: Agentic Process and Transformation Lead for Customer Service

About the Role

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.

Key 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.

Required Qualifications

• 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.

Preferred Qualifications

• 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.

What Success Looks Like

• A clearly defined, adopted, and measurable AI‑first operating model across L0–L3.

• A prioritized, well‑governed portfolio of agentic use cases with successful rollout and value realization.

• Strong alignment between Customer Support, Customer Success, Product, and IT/Engineering.

• Improved efficiency, quality, and predictability in AI‑driven support workflows.

• A scalable long‑tail post‑sales model with clear ownership boundaries and proactive engagement motions.

The typical base salary for this role is between USD $113,000 – $170,000 per year and it may be eligible for participation in a corporate bonus program. Actual compensation offer may vary from posted hiring range based upon geographic location, work experience, education, skill level, or other relevant factors. In addition to competitive compensation, Omnissa offers a variety of benefits such as employee ownership, health insurance, 401k with matching contributions, disability insurance, paid-time off, growth opportunities, and more.

Omnissa is an Equal Employment Opportunity company and Prohibits Discrimination and Harassment of Any Kind: 
 
Omnissa is committed to the principle of equal employment opportunity and to providing a work environment free of discrimination and harassment. All employment decisions at Omnissa are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, ancestry, ethnicity, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past, present, or prospective service in the uniformed services, family medical history or genetic information, family or parental status, veteran status, or any other status protected by applicable laws or regulations in the locations where we operate. Omnissa will not tolerate discrimination or harassment based on any of these characteristics. Omnissa welcomes applicants of all ages. Omnissa will provide reasonable accommodations to applicants and employees who have protected disabilities consistent with applicable federal, state and local law. 
 

This job requisition is not eligible for employment-based immigration sponsorship by Omnissa.