Workwize - Customer Operations AI Project Manager
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Requirements
• Analytical and structured, with a bias toward measurable outcomes and efficiency • Structured, rigorous, with a high attention to details - and problem solving skills • Comfortable working cross-functionally without formal authority • Curious, proactive, and confident using AI and automation tools • Clear, concise communicator who translates data into action • 4–6+ years in Customer Operations, Support Operations, Automation, or AI-related roles • Hands-on experience with AI support tooling (Forethought preferred) • Working knowledge of Zendesk (workflows, intents, reporting, automations) or other support tools • Experience owning systems, processes, or platforms end-to-end • Strong analytical skills and comfort working with performance metrics • Experience in fast-paced, scaling SaaS or tech environments • Advanced English (written and spoken) • Zendesk admin or advanced configuration experience • Experience with internal tooling (Filament, Airtable) • Background in AI training, deflection optimisation, or self-service strategy • Exposure to analytics tools • Experience in operations-heavy or multi-time-zone environments • Our Team • Becoming part of Workwize means making an impact. We make sure that we will contribute to the change in the way of working. For us it is also important that we make an impact on our employees, that they feel challenged and ease. We consist of a rapid growing and ambitious team with all different backgrounds. Entrepreneurs, Operational specialists, Developers, Sales gurus you can find them all at Workwize and are always on the look-out for the next original ideas to reach more consumers and create the best value for our customers. • We are looking forward to meeting you and discover if there is a match with the Workwize team!
Responsibilities
• 1. AI Integrations & Automation • Forethought ↔ Zendesk • Forethought ↔ Workwize platform • Forethought ↔ internal tooling (e.g. Filament) • 40% ticket deflection • Collaborate with Engineering and Product to scope and deliver technical changes • Drive a roadmap of project, prioritized by impact to improve User experience and Agent efficiency • Automate 40% of internal support processes within Forethought • 40% of internal support processes • Reduce manual handling, repeat tickets, and escalations • 2. Knowledge Base & Deflection Analytics • Partner closely with the FAQ / Knowledge Base writer • Identify deflection gaps • Highlight low-performing or missing FAQ content • Recommend data-driven content improvements • Translate insights into clear, actionable updates for self-service success • Deflection rate • Automation coverage • AI resolution accuracy • Run experiments, iterate on AI workflows, and continuously improve outcomes • Proactively identify new automation opportunities as Workwize scales • 3. Drive excellence into our Support Experience • Own and drive a roadmap of cross-functional projects aimed at improving the end-to-end Support experience for customers and internal teams • Identify, scope, and prioritise initiatives based on impact, effort, and scalability, ensuring focus on the highest-value improvements • Lead projects across multiple dimensions of Support (processes, tooling, automation, workflows, communication, and reporting) • Ensure projects are well-structured, clearly documented, and delivered on time, with strong attention to detail at every step • What Success Looks Like • 40% customer ticket deflection achieved and sustained • 40% of internal support processes automated via AI Support Software • Stable, well-documented AI integrations across systems • Data-driven improvements to FAQs and self-service flows • Reduced operational load on Customer Operations without quality loss
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