About the role

Simply Contact is looking for a Digital Transformation Manager to lead AI adoption across our customer support operations. You’ll analyze and optimize business processes, test and implement AI-powered solutions, and turn our internal results into reference cases that help us scale and win new clients.

What you'll do

Lead Digital Transformation initiatives: identify business needs, define priorities, and drive implementation of AI-powered solutions across customer support operations
Analyze current business processes (AS-IS), identify automation opportunities, and shape the roadmap for AI adoption
Test AI solutions (chatbots, translation tools, CRM/helpdesk AI features)
Configure chatbots and conversational flows within AI platforms
Compare and test AI vendors, prepare practical recommendations
Lead AI-related presale together with Marketing: scoping, feasibility assessment, client presentations
Run real customer support scenarios and evaluate system performance and quality
Build reference cases based on internal implementations to support scaling and sales
Report results and recommendations to leadership; manage team tasks and priorities as team lead

What we're looking for

Proven leadership experience in BPO / customer support (Team Lead, Head of Support, Quality Control Manager, or similar)
Practical understanding of SLA and KPI in support operations — ability to work with quality and team performance metrics
Strong background in process optimization and business analysis — mapping AS-IS processes, identifying inefficiencies
Experience with CRM / helpdesk systems (Zendesk, Intercom, or similar)
Experience working with knowledge bases and conversation design for AI bots — content structure, Q&A format, topics, and update protocols
Strong analytical thinking, autonomy, and ability to translate business needs into actionable implementation plans
English level B2+

Nice to have

Basic understanding of APIs / integrations
Experience with no-code automation tools (Zapier, Make, etc.)
Experience with AI tools, chatbots, or LLM-based solutions

What we offer

Stable, on-time compensation with base salary and performance-based bonuses
Career growth opportunities within projects or across departments
Monday–Friday schedule: 09:00–18:00 Kyiv time
Office or remote work options (stable internet required for remote)
Supportive, friendly team environment
Access to corporate knowledge base and learning resources