Manager, Automation & Process (Service Operations)

Candidates must have 12+ years of experience in service operations or business transformation, including 5+ years of team leadership, with a proven ability to build high-performing teams and develop talent. Experience leading major transformation projects from inception to completion that significantly improved operations and customer experience through innovative solutions is essential. Expertise in service design, automation, and AI-driven process improvements, with hands-on experience implementing large-scale solutions and using data for decision-making, is required. The ideal candidate is a confident, strategic leader experienced in influencing executives, translating broad goals into actionable plans, and aligning teams around change. Proficiency in process improvement methodologies such as lean or six sigma, and a deep understanding of customer experience design, including the application of AI, chatbots, agent assist, and automation platforms to scale quality service, are also necessary. The role requires the ability to thrive in ambiguous, fast-paced environments, maintain focus on high-impact results, and manage complex projects with multiple stakeholders and priorities.