Support AI Content Creation and Rating Teams: Collaborate on developing frameworks for analyzing user feedback, prompt efficacy, AI response writing, and source selection.Framework Development: Design and implement frameworks for operational execution of analysis, ensuring effective measurement of outcomes.Training and Quality Management: Create and deliver training programs and establish quality management processes to enhance team performance.Change Management: Oversee change management initiatives to adapt to evolving needs within AI content strategies.Project Management: Lead projects related to analysis execution, coordinating cross-functional teams to achieve timely and impactful results.Execution of Analysis: Conduct thorough analysis of user feedback and AI performance, synthesizing findings into actionable insights.Stakeholder Engagement: Develop stakeholder-facing materials to present findings and opportunities, ensuring clear communication of insights and recommendations.Idea Generation: Identify and propose opportunities to enhance user experience through innovative solutions and process improvements.

Responsibilities:• Manage Service Level Agreements / metrics as decided with the client.• Deliver on Financial goals for the business – Customer Profitability.• Certify controls laid down by the business to ensure successful audit by client and external party• Communicate with the customer on a regular basis to discuss operational issues and Critical to Quality (CTQ) delivery through Weekly/ Monthly/ Quarterly Business reviews with client• Manage and resolve escalations and issues raised by customers• Identify better ways to deliver anticipated customer needs or to deliver existing services that target customers value• Analyze customer feedback at desired intervals and initiate ways to improve the score.• Pro-actively identify opportunities for additional business with customer• Develop and lead process improvement projects to improve process efficiencies.• Drive knowledge management and continuous up skilling of the team.• Plan for resources based on volume projection and current available head count and allocate responsibilities.Projects:• Service Level Agreement Revision - Redesign of performance metrics to accurately measure and reflect the customer experience • Quality Program Enhancement - Redesign of the quality program focused on risk mitigation by developing an early warning system for customer issues using non-biased sampling and a pre and post facto approach to identify opportunities for improvement in process and training.• Training / SOP Development - Enhance associate on boarding through the creation of skilled trainers, detailed training plans and modules, and a business safe practice environment with no customer risk.

Quality Assurance/ Learning and Development Manager- Delivery manager for Quality Assurance function supporting back office agent operations. - Oversight in development and implementation of quality tools and processes to effectively manage process health, and associate performance to exceed client and customer expectations. - Leading a team of process experts ensuring adherence to quality activities including: audits, coaching and feedback, performance and error trending and analysis, root cause analysis and improvement projects- Governance of the onboarding and training process for all new hire associates including business overviews, process training and accreditation- Oversight of process documentation inventory, update management, and effective use of the documentation within the processBPS Management Support/Oversight- Manage client relationship as outsourcing vendor, working directly with client service delivery team - Field customer and client escalations, identifying the root cause of the escalation, ensuring remediation is accurate, timely, and lessons optimized- Engage in project work that improves client’s agent data input functions by either increasing efficiency, increasing effectiveness, and/or reducing risk- Manage business metrics on a monthly basis, reviewing metrics daily and executing root cause analysis as needed to ensure client service level agreements are met or exceeded

- Management support for team of 18 production associates. - Day to Day workflow management and monitoring of expected service levels. - Reporting related to associate production, quality, and overall process results. - Review and assess opportunities for process efficiencies and drive to implementation

Commitment to Customer Satisfaction- Ensuring the LensCrafters lab staff utilize the Quality Manufacturing Process in the production of all eyewear- Anticipates problems before they occur; explores underlying reasons for recurring laboratory problems; goes beyond symptoms to get at causes; strives to develop long-term solutions.Coaching and Development- Focuses on developing the most qualified lab associates by ensuring training/coachingStandards of Performance- Analyze store financial data and make recommendations regarding steps, which can be implemented in the lab to improve profitability.Regulatory Compliance/Safety- Ensures all Company approved lab safety programs are implemented and maintained consistently per standards, creating a safe working environment for all associates and customers.