Supertails
Website:
supertails.com
Job details:
Why Supertails
Own a modern CX and operations stack — automation, AI, integrations — built from the ground up. Work across product, data, technology, and strategy in a single role, with real ownership and visibility.
About the Role
We're looking for a rare blend of Product Operations, CX, Strategy, and hands-on technical execution. You'll own process ecosystems, drive automation and AI adoption, and translate strategy into measurable outcomes - across CX, product, and operations.
What you will do:
1) Process & Governance
- Design and own end-to-end process architectures across customer journeys and product ecosystems
- Build SOPs, playbooks, and governance models with clear accountability
- Lead process audits, gap analysis, and redesign using a systems-thinking, data-first approach
- Define and track KPIs across CX, automation, and process efficiency
2) Automation & Workflow Engineering
- Own the automation roadmap — from identifying opportunities to deployment and performance tracking
- Build rule-based and intelligent automations across CX and ops workflows
- Define and track automation KPIs: deflection rates, manual effort reduction, cost-per-order
- Build dashboards for real-time decision-making; develop predictive models for ops management
3) Systems Integrations & Interoperability
- Own the integration layer between CRM, support tools, logistics, payments, and product backends
- Define API requirements and work with engineering to deliver real-time data flows across platforms
- Eliminate data silos that create agent or customer friction; establish API governance and monitoring practices
4) Bot Strategy & Lifecycle Management
- Own the full lifecycle of conversational bots — strategy, design, build, launch, and optimization
- Design intent architecture and conversation flows for chat, app, and WhatsApp channels
- Build and manage self-service and user journeys. Ensure seamless, context-preserving of a Customer for agents, bot, workflows, journeys and platform overall
5) AI & Intelligent Operations
- Define and execute the AI roadmap for CX and operations
- Implement Agent Assist tools — real-time suggestions, auto-responses, knowledge surfacing for agents, ops control tower.
- Use AI for quality assurance — automated conversation scoring, tone analysis, coaching triggers
- Evaluate emerging LLM tools and bring forward-thinking recommendations on what to build next
6) Product Operations & CX
- Partner with Product and Engineering to translate strategy into execution-ready processes
- Own go-live readiness: UAT, rollout, adoption tracking, performance measurement
- Design customer journey frameworks with SLAs, escalation matrices, and ownership models
- Use data to improve NPS, CSAT, TAT, and Contact Rate; build VoC feedback loops
Who you are:
- 4–8 years in Process Excellence, Product Ops, CX, or a hybrid of these in high-growth environments
- Proven track record of building and scaling automation, bot, and AI implementations — not just recommending them
- Hands-on with:
- CRM/support: Salesforce, Zendesk, or Freshworks
- Bot platforms: Yellow.ai, Haptik, Intercom, or equivalent
- Automation: Zapier, Make, or native CRM workflow builders
- APIs: REST, webhooks, Postman — fluent enough to define requirements and work independently
- Analytics: SQL, Tableau, Mixpanel, or similar
- AI & LLM tools: hands-on experience building with GPT/Claude, prompt engineering, LLM-powered workflows
- Agentic tooling: familiarity with tools like LangChain, n8n, or similar for building multi-step AI workflows and automations
- AI evaluation: ability to define evals, test outputs, set confidence thresholds, and build human-in-the-loop checkpoints into AI-driven processes
- Ability to work as a bridge between business, product, and engineering without losing strategic clarity
Click on Apply to know more.