Automation 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.