Automation Manager
EPITECEnglewood Cliffs, NJ, United States11 hours ago
Job type
- Temporary
Job descriptionReduce abandonment rates through timely automated responses Streamline escalation workflows to reduce agent workload Collaborate cross-functionally with support and engineering teams Lead automation initiatives from concept to delivery Develop project plans, allocate resources, and manage timelines Communicate progress and risks to stakeholders 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 Maintain detailed documentation of automation processes Ensure adherence to internal policies and external regulations ???? Qualifications 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 Coordinate project activities and system requirements Manage backup, security, and user support systems Provide technical support and consult with stakeholders to resolve issues Medical insurance Vision insurance 401(k)
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Location : Englewood Cliffs, NJ, USA
Duration : 12-Month Contract
Schedule : MondayFriday, 9 : 00 AM5 : 00 PM EST
Were 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 journeysreducing abandonment, minimizing agent effort, and driving operational efficiency.
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
Program & Project Management
Technical Leadership
Documentation & Compliance
Education : Bachelors in Computer Science, Engineering, or related field (MBA preferred)
Experience : 24 years in automation engineering or technical program management
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
Additional Responsibilities
Ready to lead the future of customer experience automation? Apply now and help us build smarter, faster, and more intuitive support journeys.
Benefits
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Manager Automation • Englewood Cliffs, NJ, United States
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