Description
Job Overview
We are seeking a senior operator to join our Trusted Access team, focusing on improving customer access workflows for advanced AI capabilities. As a Trusted Access Specialist, you will own and enhance the customer access workflow for an assigned Trusted Access program, ensuring seamless and secure access to AI tools.
Responsibilities
- Own the operational workflow for an assigned Trusted Access program, from application through confirmed access and subsequent changes.
- Identify areas where customers encounter difficulties and prioritize improvements based on customer impact, risk, and effort.
- Investigate complex eligibility, onboarding, and access cases, reconciling records and applying approved requirements within your authority.
- Drive customer and account-team escalations through resolution, establishing blockers, maintaining clear ownership, and communicating next steps.
- Turn recurring case patterns into product and process changes with Product, Engineering, and customer-facing partners.
- Build guidance to make reliable resolution repeatable, including support playbooks, help-center content, training, and quality checks.
- Use data to distinguish fast ticket closure from better access outcomes, diagnosing delays and refining your workflow and priorities.
- Develop and validate AI-assisted workflows and automation with technical partners.
- Maintain clear documentation and qualified backup across programs.
Requirements
- Independently owned and improved customer support, onboarding, access, risk, or product-operations workflows in a complex service environment.
- Delivered durable improvements through product changes, self-service, automation, or partner enablement, with evidence of adoption and better customer outcomes.
- Sound judgment in situations with conflicting records or unclear requirements.
- Comfortable investigating across customer, account, approval, and access systems.
- Ability to translate operational problems into clear requirements for technical partners.
- Effective communication with clarity and empathy under pressure.
- Builds trust across teams and follows through from proposed improvements to reliable day-to-day operation.
Salary
The salary range for this position is $189K - $280K per year.