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Suggested resume for AI Operations Manager (Prague hub, AU citizen relocate OK) at Similarweb. View posting

Suggested angle: On-site Prague role listed on AU board for relocation planning; same Greenhouse req as CZ row.

Mike Ching

AI operations · B2C support & automation Partner governance · KPIs · agentic workflows

mike.n.ching@gmail.com

Mike Ching
Resides in Prague, Czech Republic

Resides in Prague. Available for remote roles in Australia or willing to relocate for the right opportunity.

Profile

Operations leader who combines tier-one customer support discipline with hands-on AI adoption. At Telstra I people-managed service desk teams on tier-one B2B accounts (including Commonwealth Bank of Australia): outsourced resolver ecosystems, SLA/KPI reporting, escalation, and continuous improvement. ITIL Foundation; Telstra Super 50 in SLM/SDM. Since 2018, CHING 7 and independent practice (60+ engagements): Cursor, custom bots, prompt libraries, and agentic automations with human judgment on customer-facing work. Based in Prague; seeking to own B2C support operations, AI tool governance, and cross-functional execution for a multi-product consumer portfolio.

Capabilities

  • Customer support operations: outsourced partner governance, KPIs, QA loops, and experience improvement
  • AI adoption: copilots, prompt libraries, workflow automation, tool/vendor subscriptions, adoption & ROI tracking
  • Operational excellence: process design, documentation, knowledge management, quarterly planning support
  • Cross-functional execution with Product, R&D, Legal, and business stakeholders; roadmap visibility
  • Dashboards and metrics storytelling: support performance, operational KPIs, AI usage
  • People leadership: coaching, performance cycles, Team of the Year culture at Telstra scale
  • No-code / low-code automation and agentic systems for triage, documentation, and internal handoffs
  • B2C and B2B customer empathy; escalation judgment under volume and ambiguity

Impact

Independent practice

  • CHING 7 / independent practice: destination hospitality programs (e.g. Petipeti, Vogue and national press); gem-trade B2B repositioning with USD $5M investment narrative; professional services campaigns with Channel 9 / Today / Daily Telegraph reach.
  • Shipped multi-step automations for documentation, enquiry triage, and internal handoffs using Cursor, structured data, and human-in-the-loop review so teams adopt AI without losing accountability.
  • 60+ owner-led engagements: operating models, support-style enquiry paths, and handover clients sustain without constant intervention.

Telstra

  • People manager for outsourced and internal resolver groups on tier-1 B2B accounts; HP, DXC, Cisco, Accenture partner models.
  • Multiple Team of the Year awards; Telstra Super 50; exceed/supersede performance ratings.

Experience

Founder · operations & AI-enabled delivery

CHING 7 studio

Self-employed · Remote · Prague · Jul 2018 - Present
  • Lead end-to-end programs for tourism, hospitality, gem trade, and professional services: positioning, digital operations, and customer enquiry workflows owners can run.
  • Ship production systems with Cursor, AI agents, and automation: documentation, triage, content pipelines, and review checkpoints, always with accountable human sign-off on external comms.
  • Coordinate creative, technical, and field partners; maintain playbooks, KPI-style delivery checkpoints, and knowledge transfer so teams scale without heroics.
  • Outcomes include national press, airline and luxury retail partnerships, and multi-million-dollar trust narratives on select B2B programs.
Service Desk Team Lead
Telstra Corporation · Sydney, Australia · Mar 2013 - Jul 2018
  • People manager for daily support operations on tier-1 B2B accounts; coverage, incident prioritisation, client satisfaction reporting, and vendor governance.
  • Defined and tracked operational KPIs with centre management and service delivery managers; drove automation and process fixes that reduced repeat contacts.
  • Authored work instructions, training plans, and escalation paths used across resolver groups, foundation for scalable support ops.
  • Telstra Super 50 future leaders (SLM/SDM); multiple Team of the Year awards.
Subject Matter Expert / Service Desk Analyst
Telstra Corporation · Sydney, Australia · Jun 2011 - Mar 2013
  • SME for service desk technologies; major incident facilitation and service improvement contributions.
Service Desk Analyst
Telstra Corporation · Sydney, Australia · Jan 2010 - Jun 2011
  • High-volume B2B 1st/2nd level support; SLA-driven ticketing and outsourced partner coordination.

Education

  • Bachelor of Information Technology (Network Engineering major), Charles Sturt University, 2007-2009
  • Advanced Diploma, Telecommunications Engineering, TAFE NSW, 2006-2007
  • Diploma in Management, Customer Service Institute of Australia, 2012-2013

Certifications

  • ITIL Foundation, AXELOS (Jun 2014)

Mike is my Catholic name; formal name S.A.N. Ching. References available on request.