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EY

Manager – Customer Service Transformation, AI

EY

Manager driving AI-led service transformation initiatives at EY in Chennai. Leading engagement with senior stakeholders to enhance customer operations and service models.

Posted 7/9/2026full-timeChennai • 🇮🇳 IndiaSeniorLeadWebsite

About the role

Key responsibilities & impact
  • The Manager – Customer Service Transformation and AI will drive AI-led service transformation initiatives within the Customer practice, combining service strategy, AI solution design, process improvement, and delivery excellence.
  • Support clients in reimagining service journeys, contact centre operations, field service, and knowledge-enabled support models through responsible use of AI, automation, analytics, and workflow orchestration.
  • Work with senior stakeholders to identify transformation opportunities, shape practical roadmaps, and deliver measurable improvements.

Requirements

What you’ll need
  • 8+ years of experience in service transformation, customer operations, contact center transformation, field service transformation, digital service, or AI-enabled operations improvement.
  • Consulting experience is desired.
  • Proven experience supporting or leading service transformation initiatives from assessment through implementation planning and adoption.
  • Strong understanding of service journeys, contact center operations, case management, knowledge management, service KPIs, and customer experience improvement levers.
  • Hands-on experience with AI, automation, analytics, CRM, service platforms, or digital workflow tools in customer service environments.
  • Strong stakeholder management, communication, problem-solving, and project delivery skills.

Benefits

Comp & perks
  • Health insurance
  • 401(k) matching
  • Flexible work hours
  • Paid time off
  • Remote work options

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools
Service StrategyProcess ImprovementContact Center OperationsField Service TransformationDigital ServiceAI-Enabled Operations ImprovementCase ManagementKnowledge ManagementService KPIsCustomer Operations
Soft Skills
CommunicationProblem-Solving