Melanie Zacher Carlson
Operational Excellence Director, Customer Support | Driving AI & Automation Innovation | Member, Infor AI Council 2.0 | Championing Scalable Support & Process Optimization
- Role
- Operational Excellence Director, Customer Support Ai & Automation Leader Infor Ai Council at Infor
- Location
- Chicago, IL, US
- LinkedIn followers
- 500 followers
About Melanie Zacher Carlson
Accomplished Operational Excellence Director with extensive experience leading global Customer Support operations and driving transformative change through data-driven insights and AI/ML innovation. Proven track record of standardizing scalable support practices, optimizing workflows, and leveraging advanced analytics to enhance operational efficiency and customer experience. Adept at collaborating cross-functionally to implement next-generation AI technologies—such as co-pilot tools, proactive and predictive AI, and Agentic AI—enabling scalable, high-impact support organizations. As a member of the Infor AI Council 2.0, I contribute to enterprise-wide AI strategy and governance, helping align initiatives that accelerate innovation and drive measurable business value. Passionate about continuous improvement and building analytics-driven cultures that empower teams and deliver sustainable growth.
Experience
Operational Excellence Director, Customer Support Ai & Automation Leader Infor Ai Council
Mar 2025 — Present
Operational Excellence Director, Global Customer SupportI lead operational excellence initiatives to optimize and standardize ticket management processes, leveraging advanced data analytics and real-time insights to drive continuous improvement. By building and evolving support as a strategic practice, I enhance productivity and efficiency across the global Customer Support organization. A key focus of my role is collaborating with support leaders and cross-functional stakeholders to implement and integrate AI/ML technologies—such as co-pilot tools, proactive and predictive AI, and Agentic AI—enabling scalable, next-generation support operations.Member, Infor AI Council 2.0As a member of the Infor AI Council 2.0, I contribute to enterprise-wide AI strategy and governance. I collaborate cross-functionally to align AI initiatives, accelerate innovation, and drive the adoption of scalable AI solutions across the company.
Education
North Dakota State University
Bachelor’s Degree, Sociology
1999 — 2003
University of Illinois Chicago
Master’s Degree, Anthropology
2004 — 2006
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