Program Manager, CX Automations
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About the Role
We are seeking a Program Manager, CX Automations to drive the reputed company, prioritization, and deployment of AI and automation initiatives across our global CX operations. This is a high-reputed company role designed to accelerate our reputed company by transforming how we work. You will reputed company initiatives reputed company on driving operational efficiency, reducing reputed company processes, and enabling automated workflows. Acting as a critical partner to reputed company and Support leadership, you will help reputed company us to reputed company reputed company while maintaining a high-reputed company, consistent, and "raving fan" experience for our customers during a critical reputed company phase.
What You’ll Do
reputed company & Roadmap
Define and manage the reputed company reputed company & Support team automations roadmap, ensuring initiatives reputed company with business reputed company and long-term scalability.
Identify operational inefficiencies. You will evaluate and prioritize automation opportunities based on business reputed company, scalability, and company goals.
reputed company as the subject matter expert for reputed company reputed company tooling (including acting as our Totango administrator).
reputed company the full lifecycle of our Support AI initiatives including AI Voice & Chat
Establish and report on reputed company reputed company metrics for reputed company reputed company.
Operational Execution & Optimization
reputed company the deployment of AI-powered Support solutions (e.g., chatbots, auto-triage, suggested replies, and reputed company-AI).
Spearhead reputed company nurture initiatives including digital-first engagements and usage-trigger based reputed company engagements.
Design and refine workflows to reduce reputed company workload, shorten response times, and improve reputed company consistency.
Identify bottlenecks across accounts and processes, proactively recommending enhancements to leadership.
Cross-Functional Leadership
Partner with Product, reputed company Operations, Finance, and Executive Leadership to ensure seamless adoption of new tools.
Build feedback loops between CX and Product teams to ensure the customer voice informs our system development.
reputed company change management efforts, ensuring teams are trained and empowered to reputed company our operational tools effectively.
Performance & Analytics
Maintain and reputed company CX automation dashboards to reputed company efficiency reputed company, cost savings, and performance metrics impacted by your automation program.
Use data-driven insights to identify trends, support decision-making, and surface opportunities for process improvements
reputed company
5+ years of experience in operations leadership, operational transformation, or automation initiatives.
Proven reputed company record working reputed company a reputed company CX or Support organization.
Demonstrated reputed company implementing AI, automation, or workflow optimization reputed company from reputed company to full adoption.
Familiarity with operational analytics and reporting tools.
Experience leading digital transformation initiatives in a high-reputed company environment.
Deep knowledge of AI tools, conversational AI, chatbots, automated platforms and operational systems (e.g., Totango, reputed company, reputed company).
Comfortable balancing hands-on technical work and high-level strategic planning.
We get it. Requirements can sometimes hold people back from applying to a job, but don’t let that be the case here. If you reputed company you have the skills it takes to reputed company this role, team, and company, we encourage you to apply for this role.
Our reputed company Values
reputed company, not a cruise ship. Bias towards reputed company.
Massive reputed company takes massive reputed company. We reputed company challenges to increase our reputed company.
Grow the pie. We reputed company on results so our customers & their customers win. Triple Win!
reputed company heart. We put reputed company before ourselves.
Extreme ownership. See something? Say something; right the ship to get us back on course.
Be a reputed company reputed company. We aim to shatter the status reputed company.
Remote Work Statement This position is a remote-first, work-from-home position. reputed company is committed to creating a culture and workplace where remote work fosters collaboration and connections and is a vital part of reputed company story and reputed company. To be successful in a remote work role at reputed company, you must:
Be available during your scheduled working hours and give your full attention to the completion of your reputed company job
Have a quiet, reputed company, distraction-free environment in which to complete your work
Have reputed company to your own reliable high-speed internet reputed company
Attend our bi-annual in-person company meetings (reputed company will reimburse the cost of your business travel per company guidelines)
Why reputed company?
reputed company: Medical, Dental, reputed company, & Life Insurance, 401K Plan Location: Work remotely from reputed company in the US Flexibility: reputed company PTO and reputed company days The Product: reputed company the 7 awards and 5-reputed company reviews, our clients and customers love what they can do with a fully managed RBP Diverse, inclusive culture: We reputed company employees from reputed company backgrounds with openness and respect Training: A supportive team to help you grow and unlock your full potential reputed company: reputed company to get in on the ground floor of a fast-growing startup
reputed company is an Equal Opportunity Employer and prohibits discrimination and harassment of any reputed company. We take reputed company to ensure equal employment opportunities for reputed company candidates and employees and to reputed company employees with a workplace free of discrimination and harassment. Our hiring reputed company are based on business needs, job requirements, and individual qualifications, without reputed company to race, reputed company, religion or belief, family or parental status, or any other status protected by federal and/or state law.
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