Job Description:
The Automation Improvement Lead is responsible for leading and managing selfcare automations improvement initiatives across the organization. Working closely with market and central teams, this role focuses on identifying opportunities for improvement, conducting root cause analysis, and designing innovative solutions to improve operational performance in chatbots, IVR, apps and other channels. The Lead will oversee the implementation of these solutions and ensure data-driven insights are used to generate actionable outcomes. A key part of the role includes tracking the progress of initiatives, ensuring successful execution, and guaranteeing that project goals are achieved on time.
Key Responsibilities:
• Lead cross-functional teams in automation improvement initiatives.
• Conduct thorough root cause analysis to identify automation inefficiencies.
• Develop and implement automation solutions that improve containment, resolution rate and channel adoption.
• Leverage data-driven insights to inform decision-making and drive actionable outcomes across selfcare channels and platforms.
• Track, monitor, and ensure successful implementation of automation improvements.
• Provide regular updates and reports on project progress and achievement of objectives.
Key Skills and Qualifications:
• Mandatory fluent English and Spanish, with advanced communication skills (written
and spoken).
• College degree (admin and/or engineering) and 3+ years of experience in customer service operations, process improvement, automations, or a similar operational role.
• Strong leadership and team management skills in cross-functional environments.
• Expertise in root cause analysis and problem-solving methodologies.
• Proficiency in designing, implementing, and managing process or automation improvements.
• Advanced analytical skills with the ability to translate data into actionable insights.
• Strong project management skills, including initiative tracking and progress monitoring.
• Ability to drive results and ensure projects are completed successfully on time.
• Proven experience in leading process improvement initiatives in a fast-paced environment, with multiple teams involved.
• Familiarity with Lean, Six Sigma, or other process improvement methodologies is a plus.
• Experience with data analysis software such as Excel, SQL, Power BI, or other visualization tools is a plus.