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Automation Solutions Manager
Full-time
The Automation Solutions Manager is a forward-thinking strategist responsible for identifying, designing, and implementing next-generation technologies to elevate the customer journey. The role bridges customer insights and cutting-edge technology, with a heavy focus on leveraging AI, automation, machine learning, and conversational tools to reduce customer friction, optimize operational efficiency, and generate revenue.
AI & automation strategy
Lead the discovery, pilot testing, and implementation of emerging CX technologies such as conversational AI chatbots, Generative AI for customer service, and predictive routing.
Partner with IT and Product to integrate AI tools into existing CRM and contact center infrastructure.
Deploy predictive AI and machine learning models to analyze customer behavior in real time and personalize interactions.
Journey mapping & data-driven optimization
Analyze the end-to-end customer journey to identify friction points and opportunities for digital-first intervention.
Design conversational flows and omnichannel routing that feel personalized and aligned with the brand voice.
Define and track KPIs for CX innovation including AI containment rates, Customer Effort Score, and CSAT.
What you'll need
3-5 years of relevant experience, expert-level Excel skills, familiarity with SAP, Salesforce, or Tableau, and a strong analytical mindset paired with curiosity about emerging tech.
