Specialist, Operations

Job description

**Job Title** Specialist, Operations **Job Description** This role provides bespoke, white-glove privacy compliance support to a curated Book of Business (BoB) of select app developers. Operating as a subject matter expert on Client frameworks, the SME Agent delivers tailored, developer-specific guidance that goes beyond templated or automated responses. This role bridges AI-automated Tier 1 tasks (sending reminders, answering low complexity questions, providing education) and FTE-managed Tier 3 escalations, requiring sound judgment, deep familiarity with Client's compliance ecosystem, and clear, empathetic communication. Comfort with AI tools is expected, and the SME Agent is encouraged to contribute to the continuous improvement of AI-assisted workflows. Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations. **Role And Key Responsibilities** - Draft and send personalized developer communications — not canned responses — reflecting each developer's compliance history, app type, and ecosystem context. - Ensure pre-defined quality key performance indicators (KPIs) and SLA are met. - Review output and quality of AI agent Tier 1 work (sending reminders, answering low complexity questions, providing education) and focus SME attention on Tier 2 work (human touch support for developers, debugging, and troubleshooting of more complex issues). - Monitor the full assessment lifecycle for assigned BoB accounts: proactively identify upcoming deadlines, ensure developers are notified and prepared, and provide cyclical support through to resolution. - Interpret reviewer feedback and provide clear, actionable guidance to developers; escalate unclear or inconsistent feedback and follow through to resolution. - Maintain accurate compliance records in the Outreach Tracker and other designated tools, monitoring outreach dates, submission status, RFI and violation details, and key partner contacts. - Guide developers in navigating developer-facing tools, dashboards, and devkits, including helping them locate privacy requirements, understand submission workflows, request extensions, and report bugs on their behalf. - Conduct 1:1 Zoom calls with developers at the discretion of the overseeing FTE, covering program introductions, check-ins during active assessment cycles, and guidance on complex compliance situations. - Escalate cases that exceed scope with a clear summary of the issue, steps taken, and relevant developer context. AI Readiness Candidates should be comfortable with, and preferably have experience with: - Use AI assistants and internal tools to - (i) prioritize, investigate, and debug issues efficiently, escalate to specialists, when necessary, - (ii) monitor and improve daily efficiency and drafting quality (including basic debugging), and - (iii) flag workflow gaps and contribute feedback to support ongoing AI/automation improvements. - Participate in quality review cycles and retrospectives; flag missing or unclear SOPs and engage constructively with performance feedback and coaching. - Efficient with cognitive load balancing and alternating between manual (human) work and managing one or more AI workstreams/agents, while prioritizing the developer’s success. **Key Skills & Knowledge** - 2–4 years of experience in privacy/compliance, developer support, or customer support - Working knowledge of privacy review frameworks (e.g., data use policies, data protection agreements, privacy assessments) - Exceptional written English; ability to draft clear, accurate, and empathetic developer communications - High degree of accuracy in tracking, documentation, and policy interpretation - Ability to navigate complex internal tools and dashboards; comfort using AI assistants daily - Ability to independently assess case complexity and determine the appropriate escalation path - Ability to work cross-functionally with internal stakeholders - Experience with AI tools **Preferred Skills** - CIPP (Certified Information Privacy Professional), CIPM (Certified Information Privacy Manager), or OneTrust Privacy certification; or willingness to obtain within 6 months after starting Background in (para)legal work or legal operations - Experience with developer-facing or partner-facing communications in a tech environment - Familiarity with CRM platforms (e.g., Salesforce) and productivity tools (e.g., Google Drive, Google Chat) **Educational Qualification: Graduate** **Disclaimer: -** 'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letterhead with authentic signatures of appropriate Concentrix authorities.