Director, Automation Operations

📋 Description

• Oversee AI support performance: Monitor AI agent health, containment rates, resolution quality
• Drive continuous improvement: Establish regular performance reviews, defect management processes
• Lead automation development: Direct the design, deployment, and optimization of low-code and
• Establish operational governance: Define standards for testing, documentation, quality assurance
• Improve AI-to-human collaboration: Partner with Human Support Operations to optimize handoffs
• Enhance team member experiences: Introduce agent-assist capabilities, productivity tools, workflow

🎯 Requirements

• Education: A bachelor’s degree in Business, Information Systems, Operations Management, Computer
• Leadership experience: At least 7 years of leadership experience in customer operations, automated
• AI and automation expertise: Demonstrated experience with AI-enabled customer support, workflow
• Operational transformation: Experience leading transformation initiatives in complex operational
• Low-code and no-code development: Experience building, managing, or governing low-code and no-code
• Customer support knowledge: Strong understanding of support operations, contact center processes

🎁 Benefits

• Annual salary: $144,000–$191,000, with the final offer determined by job-related knowledge
• Performance incentives: Eligibility for performance-based incentives as part of the total
• Health coverage: Medical, dental, and vision insurance.
• Health and dependent care accounts: Health Savings Account (HSA) contributions and matching, plus
• Paid time off: At least 18 days of annual paid time off for full-time team members.
• Paid holidays: 13 paid holidays per year.