The
Automation Solutions Manager is a forward-thinking strategist responsible for identifying, designing, and implementing next-generation technologies and processes to elevate the customer journey. This role bridges the gap between customer insights and cutting-edge technology-with a heavy focus on leveraging Artificial Intelligence (AI), automation, machine learning, and conversational tools to reduce customer friction, optimize operational efficiency and generate revenue.
The ideal candidate is deeply curious about emerging tech, possesses a strong understanding of human-centered design, and knows how to translate complex data into seamless, empathetic customer interactions.
- AI & Automation Strategy
- Lead the discovery, pilot testing, and implementation of emerging CX technologies (e.g., Conversational AI chatbots, Generative AI for customer service, predictive routing, and value plus program).
- Partner with IT and Product teams to ensure seamless integration of AI tools into existing CRM and contact center infrastructure.
- Deploy predictive AI and machine learning models to analyze customer behavior in real-time, delivering personalized product recommendations, upsell offers, and cross-sell opportunities during digital and automated interactions.
- Journey Mapping & Experience Design
- Analyze the end-to-end customer journey to identify friction points, drop-off areas, and opportunities for digital-first intervention.
- Design conversational flows, omnichannel routing strategies, and automated touchpoints that feel personalized, natural, and aligned with the brand voice.
- Champion human-centered design principles, ensuring that while technology drives efficiency, the customer experience remains empathetic and high-touch.
- Data-Driven Optimization
- Define, track, and report on key performance indicators (KPIs) for CX innovation initiatives (e.g., AI containment rates, Customer Effort Score (CES), CSAT, and handling time reductions).
- Utilize speech, text, and predictive analytics to uncover root causes of customer pain points and iteratively improve AI models and automated workflows.
- Identify opportunities to position value-added services or up-selling opportunities seamlessly within digital self-service channels and automated customer portals.
- Cross-Functional Collaboration & Change Management
- Act as the internal evangelist for CX innovation, collaborating closely with Operations, Marketing, Product, and IT to align technology roadmaps with business goals.
- Manage vendor relationships with external AI and CX technology providers, ensuring accountability and continuous feature delivery.
- Guide frontline customer service teams through change management as new AI tools and automated processes are rolled out.
- Partner with sales and operations to equip human frontline agents with AI-driven "next-best-action" cues that prompt timely, context-aware upselling and cross-selling during service interactions.
What Success Looks Like in This Role:
- Higher Efficiency, Lower Effort: You successfully launch AI tools that drop customer effort scores while significantly reducing manual handling times for routine queries.
- Seamless Escalation: When an AI tool handles a customer, it does so flawlessly. If it fails, it transitions the customer to a human agent with full context so the customer never has to repeat themselves.
- Future-Proofed CX: The organization stays ahead of market trends, continually adopting tools that keep the business competitive and customer-centric.
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