Program Manager

700 Sylvan Road Englewood Cliffs, NJ, USA- Hybrid depending on proximity to office (Mon & Friday at Home) Hours : M-F 9am-5PM EST

Top Skills : Automation Program Manager required to manage technology and customer experience flows for all channels

Summary :

The main function of an IT project / program manager is to plan, direct, or coordinate activities in such fields as electronic data processing, information systems,

systems analysis, and computer programming.

Position Summary :

The Automation Program Manager will oversee the design, development, and maintenance of automation journeys that improve the customer experience across all contact channels. This role involves managing projects, reducing customer abandonment rates, and minimizing agent effort when human intervention is necessary. Your technical expertise and strategic vision will drive innovation and efficiency, reduce costs, and enhance productivity in our support operations.

Key Responsibilities :

Enhance Customer Experience :

Develop and implement automation strategies to optimize customer journeys, including chatbots, AI assistants, and self-service portals. Design customer support bots using AI technologies. Analyze feedback to identify improvement opportunities.

Reduce Abandonment and Agent Effort :

Implement solutions to reduce abandonment rates and ensure timely automated responses. Optimize escalation processes to minimize agent workload. Collaborate with support teams to streamline workflows.

Project Management :

Manage automation projects from initiation to completion, ensuring timely delivery and alignment with company goals. Develop project plans, including timelines and resource allocation. Communicate project status to stakeholders.

Technical Management & Leadership :

Strong programming skills in languages such as Python, JavaScript, CSS, html, groovy script, and C++. Coordinate with engineering teams to implement and maintain automation tools. Monitor and analyze automated system performance, making data driven adjustments. Stay current with industry trends to drive innovation.

Documentation and Compliance :

Create and maintain documentation for automation processes. Ensure compliance with relevant regulations and company policies.

Qualifications :

• Bachelor's degree in a relevant field, preferably Computer Science, Engineering, OR Business Management with computer science background
• Proven project management experience in a customer support environment.
• Strong background in automation engineering or a related technical field.
• Proficiency in programming languages such as Python, JavaScript, or Groovy script.
• Experience with automation tools like UiPath, Blue Prism, or Automation Anywhere.
• Familiarity with Lucid chart for workflow and process diagramming.
• Familiarity with customer support software and CRM systems. Experience with Sprinklr is preferred.
• Knowledge of AI and chatbot technologies.
• Strong analytical and problem-solving skills for innovation.
• Excellent communication and collaboration abilities.
• Ability to work independently and in a team-oriented environment.
• Project Management Professional (PMP) certification is a plus.
• Experience with Agile and Scrum methodologies. Experience working with Jira and Confluence preferred.
• Strong technical skills, including knowledge of software design patterns.
• Ability to manage multiple high priority projects and meet deadlines.
• Excellent stakeholder management and communication skills.

Education / Experience :

Bachelor's degree in a technical field such as computer science, computer engineering or related field required. MBA or other related advanced degree preferred.

PMI or PMP certification preferred.

2-4 years experience required.