Automation Manager

EPITECEnglewood Cliffs, NJ, United States

1 day ago

Job type

Temporary

Job description

🧠 Job Posting : Automation Program Manager

Location : Englewood Cliffs, NJ, USA

Work Model : Hybrid (Mon & Fri remote, Tue–Thu onsite depending on proximity)

Duration : 12-Month Contract

Schedule : Monday–Friday, 9 : 00 AM–5 : 00 PM EST

🚀 Position Overview

We’re seeking a highly motivated IT Project Manager to lead the design, development, and optimization of customer experience automation across all support channels. This role blends technical expertise with strategic program management to deliver seamless, intelligent customer journeys—reducing abandonment, minimizing agent effort, and driving operational efficiency.

🔧 Key Responsibilities

Customer Experience Automation

Design and deploy automation strategies using chatbots, AI assistants, and self-service portals
Build customer support bots leveraging LLMs and generative AI
Analyze customer feedback and journey data to identify improvement opportunities

Operational Efficiency

Reduce abandonment rates through timely automated responses

Streamline escalation workflows to reduce agent workload

Collaborate cross-functionally with support and engineering teams

Program & Project Management

Lead automation initiatives from concept to delivery

Develop project plans, allocate resources, and manage timelines

Communicate progress and risks to stakeholders

Technical Leadership

Apply strong programming skills (Python, JavaScript, HTML / CSS, Groovy, C++)

Coordinate with engineering teams to implement and maintain automation tools

Monitor system performance and apply data-driven optimizations

Stay current with emerging technologies and industry trends

Documentation & Compliance

Maintain detailed documentation of automation processes

Ensure adherence to internal policies and external regulations

🎓 Qualifications

Education : Bachelor's in Computer Science, Engineering, or related field (MBA preferred)

Experience : 2–4 years in automation engineering or technical program management

Technical Skills : Python, JavaScript, Groovy, C++, HTML / CSS; familiarity with Visual Basic, Java, SQL

Tools : UiPath, Blue Prism, Automation Anywhere, Lucidchart, Jira, Confluence CRM & Support Experience with Sprinklr or similar platforms

Methodologies : Agile, Scrum; PMP or PMI certification preferred

Soft Skills : Strong communication, stakeholder management, analytical thinking, and problem-solving

💡 Ideal Candidate Profile

Former engineer turned program manager, eager to grow in strategic leadership

Experience in support-related automation or customer-facing AI solutions

Passionate about improving customer experience through intelligent automation

📝 Additional Responsibilities

Coordinate project activities and system requirements

Manage backup, security, and user support systems

Provide technical support and consult with stakeholders to resolve issues

Ready to lead the future of customer experience automation? Apply now and help us build smarter, faster, and more intuitive support journeys.

Create a job alert for this search

Manager Automation • Englewood Cliffs, NJ, United States