Senior Process Specialist (Automated Processes)

The Team

The Automated Processes Team (APT) is a newly established team within CS Transformation focused on developing, maintaining, and improving automation across customer-facing processes. As we continue to expand, we are looking for Senior Automation Process Specialists with a data-driven mindset and strong business understanding who are excited to shape the future of Customer Service automation.

The team works at the intersection of operations, technology, and data , collaborating closely with Customer Care teams, System Support, developers, Quality, PMO, and data analysts. Together, we analyze existing workflows, safeguard process integrity, and identify opportunities where automation can drive greater efficiency, scalability, and better customer experience .

APT operates in a fast-paced, cross-functional environment , where curiosity, analytical thinking, and collaboration are key to successfully evolving our automation ecosystem.

The Role

As an Automated Processes Senior Specialist , you will act as the subject-matter expert for automation logic within your assigned areas. You will ensure that automated workflows operate accurately, efficiently, and in alignment with evolving policies, systems, and operational needs.

You will play a key role in analyzing, maintaining, and improving existing automations , while also supporting the safe implementation of new initiatives and system changes. By combining data analysis , process understanding, and cross-team collaboration , you will help ensure that automation continues to support operational excellence without negatively impacting agents, systems, or customer experience.

The role will be based in Athens and report to the Senior Manager - Automated Processes .

Responsibilities

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Map workflows and maintain structured documentation detailing exactly HOW automations work.

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Own deep knowledge of automation logic , including triggers, conditions, footprints, fallback processes, and customer impact.

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Effectively translate operational needs into structured automation requirements.

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Understand connection with other workflows (including manual handling) and the tools used, and be in position to identify dependencies and raise red flags whenever needed.

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Act as the go-to expert for your assigned areas.

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Assess the impact of proposed launches, process changes, or system updates on existing automated workflows.

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Identify opportunities to improve or expand automation using data insights and operational feedback.

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Participate in large-scale implementations to ensure seamless solution integration.

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Collaborate closely with Customer Care, System Support, Development Teams, Quality, PMO, the Manual Process Team, Data Analysts, and other ETG departments .

Requirements

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2+ years of working experience in processes optimization .

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At least 12 months in current position or 18 months for CS applicants within ETG.

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Previous experience taking ownership of complex activities with minimal oversight and contributing to team success through knowledge sharing, mentoring peers, and promoting best practices.

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Previous experience working with development teams.

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Advanced analytical and problem-solving skills, with the ability to independently assess complex issues, identify root causes, and develop data-driven recommendations .

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Ability to understand and evaluate complex processes and automation logic.

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Strong knowledge of the various tools and features, post-booking platforms, and portals used in Customer Services , as well as a deep understanding of flight content differentiation (e.g., GDS, LCC, NDC, API connections).

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Good knowledge of Customer Services processes is beneficial to the role.

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Ability to see the full end-to-end picture , taking into consideration our different locations, both in-house and outsourced, as well as the special requirements of our B2B partners.

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Ability to effectively manage multiple complex priorities and cross-functional dependencies while maintaining a high level of accuracy and attention to detail.

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Previous experience leading large cross-functional meetings, workshops, and presentations, confidently communicating complex topics, facilitating productive discussions, and driving alignment and outcomes.

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Ability to proactively identify opportunities for continuous improvement and operational efficiency, while thinking beyond immediate scope to understand and consider the broader organizational impact.

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Strong expertise in Google Sheets and Google Slides, with ability to transform complex data into actionable insights and communicate findings effectively through compelling presentations.

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Ability to follow established methodology and enhance as we develop as an organization.