Digital Transformation Manager

Posted 09 Oct 2026

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