Principal Business Partner, Customer Operations
Ceridian View all jobs
- Philippines
- Permanent
- Full-time
- Partner with GCO executives to shape business strategy and align operating rhythms across teams.
- Lead global forecasting, planning, and performance analysis frameworks.
- Standardize KPIs and processes to ensure visibility, consistency, and scalability.
- Deliver actionable insights to executives through data storytelling and scenario modeling.
- Represent GCO Operations in enterprise initiatives focused on customer and revenue optimization.
- Partner with Product, AI, and Customer Operations leaders to operationalize AI-enabled capabilities (e.g., Support Assistant, intelligent routing, automation tools) from concept through scaled adoption.
- Define workflows, guardrails, and success metrics to ensure AI tools are embedded effectively into day-to-day operations.
- Establish feedback loops, performance tracking, and continuous improvement mechanisms to refine AI-driven experiences over time.
- Lead operational execution of large-scale transformation initiatives ensuring alignment across Support, Managed, Tax, and other Customer Ops functions.
- Translate high-level transformation goals into clear operating models, processes, and adoption plans.
- Identify and remove friction points across workflows to improve speed, scalability, and consistency of delivery.
- Build scalable frameworks, playbooks, and governance structures in environments where systems, processes, or ownership models are still evolving.
- Create clarity in roles, responsibilities, and process flows when transformation initiatives are launched ahead of full infrastructure readiness.
- Enable teams to adopt new ways of working with minimal disruption to ongoing operations.
- Act as the connective layer between Customer Operations, Product, IT, Transformation, and Enablement teams.
- Manage dependencies related to system limitations, product maturity, and technical delivery timelines.
- Ensure operational readiness is aligned with product releases and transformation milestones.
- Identify and scale opportunities for automation, workflow simplification, and reduction of manual effort across Customer Operations.
- Drive initiatives that improve response consistency, increase self-service, and enhance overall customer experience.
- Contribute to long-term improvements in cost-to-serve and operational scalability.
- Develop enablement strategies, training approaches, and communication plans to support adoption of new tools and processes.
- Ensure front-line teams have the clarity, documentation, and support needed to operate effectively in new models.
- Monitor adoption risks and proactively intervene to maintain momentum across transformation initiatives
- Advanced analytical and executive communication skills.
- Experience with enterprise forecasting, financial modeling, and operational analytics.
- Ability to connect cross-functional strategies into cohesive operational execution.