Operations Support Architect

Job Summary

A company is looking for an Operations Support Architect, Member Experience.

Key Responsibilities

• Support channel optimization and maturity roadmap across various support channels
• Map customer intents and architect optimal channel pathways for member experiences
• Architect the support toolset and workflow to enhance performance and outcomes

Required Qualifications

• 7+ years in support operations or related roles, with 3+ years leading omnichannel programs
• Hands-on expertise with CCaaS/telephony, CRMs, conversational AI, or analytics/BI
• Strong systems and data architecture skills
• Proven experience in journey design balancing customer effort and cost-to-serve
• Fluency in experimentation, KPI design, and ROI modeling