Job Description:
Key Responsibilities
1.Process Mapping & Knowledge Design
- Analyze, document, and optimize operational processes, SOPs, policies, and business rules.
- Convert complex procedures into structured process maps, decision trees, workflow diagrams, and knowledge frameworks.
- Design AI-ready process documentation that can be utilized by automation platforms, AI assistants, and Large Language Models (LLMs).
- Identify process gaps, ambiguities, risks, and inefficiencies, and recommend improvements.
2. Low-Code / No-Code Workflow Development
- Design and maintain workflows using low-code and no-code platforms.
- Build process guidance tools, workflow applications, decision-support systems, and operational knowledge repositories.
- Ensure workflows remain scalable, user-friendly, and aligned with evolving business requirements.
- Collaborate with stakeholders to translate operational requirements into structured digital workflows.
3. AI Enablement & LLM Readiness
- Structure operational knowledge and decision logic to support AI-assisted and LLM-driven workflows.
- Develop frameworks that improve AI understanding of business processes, policies, and operational rules.
- Support prompt design, workflow orchestration, and AI knowledge architecture initiatives.
- Partner with business, operations, and technical teams to identify opportunities for AI adoption and intelligent automation.
4. AI Quality Assurance & Audit
- Conduct audits and evaluations of AI-generated outputs, recommendations, and workflow decisions.
- Validate AI performance against established SOPs, policies, and business requirements.
- Develop testing methodologies, evaluation criteria, and quality standards for AI-assisted processes.
- Monitor AI accuracy, consistency, hallucination risks, and adherence to operational guidelines.
- Support human-in-the-loop review processes to continuously improve AI performance and reliability.
5. Governance, Monitoring & Continuous Improvement
- Establish governance standards for process documentation, workflow design, and AI-enabled solutions.
- Maintain version control and change management processes for SOPs, workflows, and AI knowledge assets.
- Track operational and AI performance metrics, including accuracy, compliance, cycle time, adoption, and quality outcomes.
- Produce reports, dashboards, and insights that communicate process effectiveness and AI performance to leadership.
- Drive continuous improvement initiatives through data analysis, stakeholder feedback, and operational audits.
6. Stakeholder Collaboration
- Partner with Operations, QA, Training, Product, Policy, and Technology teams to ensure process alignment.
- Facilitate process discovery workshops and requirement-gathering sessions.
- Support onboarding, training, and adoption of workflow tools and AI-enabled solutions.
- Act as a subject matter expert on process intelligence, workflow optimization, and AI-enabled operations.
Requirements:
Required Qualifications
- 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.
Key Competencies
- Process Intelligence - Ability to analyze, structure, and optimize complex operational workflows into scalable business processes.
- AI & LLM Readiness - Understanding of how AI systems consume, interpret, and execute structured knowledge and decision logic.
- Workflow & Systems Thinking - Ability to design interconnected workflows, decision frameworks, and operational ecosystems.
- Quality & Governance - Strong focus on accuracy, compliance, auditability, and continuous improvement.
- Data-Driven Decision Making - Ability to leverage operational metrics, audits, and insights to improve processes and AI performance.
- Cross-Functional Collaboration - Strong stakeholder management skills with the ability to influence across operations, business, and technology teams.
- Communication & Documentation - Ability to communicate complex concepts clearly through process maps, documentation, presentations, and visual frameworks.
