Process Intelligence And AI Enablement Specialist - Operations

About The Team

The Process Intelligence & AI Enablement Specialist is responsible for transforming operational processes, policies, and Standard Operating Procedures (SOPs) into structured, scalable, and AI-ready workflows. This role combines process excellence, low-code/no-code solution design, and AI enablement to ensure business processes can be effectively executed by both human teams and AI-powered systems.

Job Description

• Process Mapping & Knowledge Design
• Document, analyze, and improve SOPs, processes, policies, and business rules.
• Create process maps, workflows, decision trees, and AI-ready documentation.
• Define process logic, exception handling, and escalation paths.
• Identify process gaps, risks, and opportunities for improvement.
• Low-Code / No-Code Workflow Development
• Design and maintain workflows using low-code/no-code platforms.
• Build workflow tools, knowledge repositories, and decision-support solutions.
• Ensure workflows are scalable, user-friendly, and aligned with business needs.
• Translate operational requirements into digital workflows.
• AI Enablement & LLM Readiness
• Structure knowledge and decision logic for AI and LLM-powered workflows.
• Develop AI-ready frameworks, prompts, and knowledge architecture.
• Identify opportunities for AI adoption and intelligent automation with cross-functional teams.
• AI Quality Assurance & Audit
• Evaluate AI-generated outputs for accuracy, consistency, and compliance.
• Develop testing standards and quality metrics for AI-assisted processes.
• Monitor AI performance, risks, and support human-in-the-loop improvements.
• Governance, Monitoring & Continuous Improvement
• Establish governance for process documentation, workflows, and AI solutions.
• Manage version control and change management.
• Track process and AI performance metrics, reporting insights to leadership.
• Drive continuous improvement through data analysis and operational reviews.
• Stakeholder Collaboration
• Partner with Operations, QA, Training, Product, Policy, and Technology teams.
• Facilitate process discovery and requirements gathering.
• Support onboarding, training, and adoption of workflow and AI solutions.
• Serve as the SME for process optimization and AI-enabled operations.
  
  

• Bachelor's Degree in Computer Science, Information Systems, Engineering, Data Science, Business Analytics, Industrial Engineering, or a related field, or equivalent practical experience.
• Minimum of 2–4 years of experience in Process Excellence, Business Process Management, Operations Excellence, Automation, Knowledge Management, or related disciplines.
• Strong experience creating process maps, workflow diagrams, decision trees, and operational documentation.
• Hands-on experience with low-code/no-code platforms, workflow tools, or business process management solutions.
• Familiarity with AI technologies, LLMs, prompt engineering concepts, or AI-assisted workflows.
• Strong analytical, problem-solving, and systems-thinking skills.
• Excellent written, visual, and verbal communication skills.
• Ability to simplify complex operational processes while maintaining accuracy and compliance.
• Experience in e-commerce, logistics, customer support, returns and refunds, trust and safety, or operational excellence environments.
• Experience working with AI-enabled products, conversational AI, knowledge systems, or intelligent automation solutions.
• Familiarity with prompt engineering, AI evaluation frameworks, model testing, annotation workflows, or AI quality assurance methodologies.
• Experience building dashboards, reports, and executive presentations.
• Exposure to AI governance, model monitoring, or responsible AI practices.