Team Function:

The CAS (Customer Agent Solutions) Digital Service Operations team manages the E2E digital service operations for all digital channels. The team collaborates with multiple cross functional teams and bridges the gap between strategic goals and daily execution by day-to-day management of performance monitoring, defect management, optimization testing, infra and capabilities functions to ensure operations delivers on its daily/weekly/monthly handling objectives. Works as liaison between product and technology operations to reach the forecasted KPI targets for digital service customer experiences.

Role Description:

This role operates at the intersection of digital operations, customer experience, and AI‑powered transformation. You will help drive the integration of intelligent automation, predictive analytics, and GenAI capabilities into digital service channels to improve customer experiences, enhance agent efficiency, and optimize operational performance.

As a Digital Product Operations Manager, you will :

Oversee end-to-end digital service operations across customer and agent journeys, partnering with Product, Technology, and Architecture teams to ensure smooth delivery of features, fixes, and enhancements
Define and monitor KPIs such as experience scores, CSAT, FCR, and system uptime to track digital performance across various digital channels
Drive real-time customer and agent experience tracking, identify friction points, and lead UX improvement initiatives backed by data analysis and user feedback
Manage critical defects and high-priority escalations by coordinating with stakeholder teams to ensure rapid and accurate resolution
Build and maintain real-time dashboards to surface trends, generate insights, and inform leadership decisions; leverage tools such as Qualtrics, Mixpanel, and Fullstory etc
Use customer and partner research to strengthen analytical capabilities, identify market trends, and recommend customer experience enhancements
Partner with data science, analytics, and engineering teams to embed AI-driven insights into digital operations, enabling proactive issue detection and resolution
Apply AI-based predictive models to forecast demand, detect patterns, and inform operational and resource planning
Evaluate and operationalize AI copilots, GenAI assistants, and automation tools to streamline agent workflows and improve customer self-service
Promote responsible AI through governance, transparency, bias monitoring, explainability, and data privacy practices
Lead GenAI-powered experiments that include personalized content, conversational experiences, and journey-level optimizations
Support AI-driven journey analytics using NLP, clustering, sentiment analysis, and behavioral modeling to improve customer understanding

Key Responsibilities

Identify and scope opportunities to utilize AI, machine learning, and automation to optimize digital experience operations and agent support processes
Collaborate with product owners to build AI‑informed business cases, including ROI modeling for predictive experiences, intelligent routing, and automated troubleshooting
Manage AI‑enabled dashboards and monitoring systems that surface real‑time anomalies, experience dips, and emerging performance trends
Partner with CX, analytics, and engineering teams to run A/B tests leveraging AI‑generated variants, measuring uplift and customer impact
Translate customer and agent insights using AI‑powered analytics (e.g., text/sentiment analysis, pattern detection) into actionable recommendations for journey improvements
Apply GenAI capabilities to improve team operations, e.g., automated insights summaries, triaging, root cause analysis drafting, and workflow documentation

Experience & Education Requirements:

Overall experience >4-6 years, 2+ years experience required with extensive relevant customer understanding/user research/consulting experience, packaging and delivering insights to influence change. 2+ years of combined experience required in analytics, performance reporting, and/or process improvement
Advanced project and process management experience. Agile preferred
Bachelor's degree preferred in Technology, Mathematics, Statistics, Business, or related field
Master's degree preferred in Management, Analytics, Artificial Intelligence
Experience working with AI/ML‑driven platforms or analytics tools (e.g., customer behavioral modeling, NLP pipelines, predictive analytics)
Background or coursework in AI, machine learning, data science, or human‑centered AI preferred
Demonstrated ability to translate technical AI concepts into business language for non‑technical stakeholders
Availability to work in PST time zone

Other Critical Skills

Familiarity with GenAI tools, conversational AI platforms, and AI‑assisted productivity solutions
Ability to interpret outputs from models using techniques such as anomaly detection, clustering, and predictive scoring
Strong understanding of AI ethics, governance, and responsible AI frameworks
Comfortable working in environments where AI‑driven decision automation informs prioritization and operational strategies
Possesses strong technical aptitude. Intermediate knowledge in using analytic tools such as Tableau and Microsoft Excel. Proficient in Microsoft Office including MS Word, Excel, Outlook, PowerPoint
Strong verbal communication and listening skills. Strong business acumen, with effective written and verbal communication skills
Ability to communicate, influence, and deliver with cross-functional teams and enterprise stakeholders. Ability to manage multiple projects with tight deadlines effectively with cross functional teams

Software / Tool Skills

Experience with AI/ML or data intelligence platforms (e.g., Azure ML, AWS SageMaker, Google Vertex AI—basic exposure acceptable)
Hands‑on familiarity with GenAI copilots, prompt engineering concepts, or LLM‑based experience analysis tools
Experience interpreting insights from NLP, AI‑powered text analytics, or conversational AI systems
Hands on experience with user Feedback/Data analysis tools - Qualtrics, Fullstory, Mixpanel etc
Good proficiency or practical experience of A/B Testing tools
Agile tools such as Jira, Rally etc
Understanding of Contact center and CMS tools
Excel - Intermediate/Advanced. Proficiency in Microsoft 365
Power BI (Highly Preferred)

Requirements

Must to have skills :

Content Management Systems

Messaging Platforms

Workflow optimization

Hyper-personalization

Data-integrity & troubleshooting

Performance reporting

Agile

Stakeholder communication

Benefits

Competitive compensation and benefits package:

Competitive salary and performance-based bonuses
Comprehensive benefits package
Career development and training opportunities
Flexible work arrangements (remote and/or office-based)
Dynamic and inclusive work culture within a globally renowned group
Private Health Insurance
Pension Plan
Paid Time Off
Training & Development

Note: Benefits differ based on employee level.

About Capgemini

Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 340,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group €22.5 billion in revenues in 2023.

https://www.capgemini.com/us-en/about-us/who-we-are/

FBS Senior Operations Analyst - CMS & Messaging/Martech