Associate Operations Manager

at  Lemonade

ASSOCIATE OPERATIONS MANAGER, AUTOMATION

We are seeking an experienced and dynamic Customer Experience Associate Manager. This role is crucial in managing and driving projects and initiatives within the Automation domain.
In this role, you’ll play an active role in reporting on and enhancing existing processes, in addition to supporting the integration of advanced technologies like LLMs and robotic processing.

• Lead the execution of CX projects, including but not limited to overseeing updates and optimizations to the LLM pipeline, sprint planning for LLM associates and working to keep targets aligned with customer service goals
• Oversee updates and optimizations to the LLM pipeline, ensuring that the responses are effective and aligned with customer service goals
• Coordinate and communicate effectively across teams, facilitating collaboration on new CX initiatives and ensuring alignment with organizational objectives
• Develop and maintain comprehensive and actionable reports to assist in identifying trends, tracking project progress, and informing strategic decisions
• Collaborate with cross-functional teams to implement new CX initiatives and drive the implementation of automation solutions
• Stay informed about industry trends and emerging technologies to provide recommendations that enhance customer experience processes
• Facilitate effective communication within the team and across departments to guide clear understanding and alignment on CX objectives