Overview
On Site
$47 - $52 hr
Contract - Independent
Contract - W2
Contract - 12+ mo(s)
Skills
PROJECT MANAGER
PROJECT MANAGEMENT
PYTHON
GROOVY SCRIPT
JAVASCRIPT
AUTOMATION
AUTOMATED
AUTOMATE
UIPATH
BLUE PRISM
CUSTOMER SUPPORT
CUSTOMER CARE
AI
ARTIFICIAL INTELLIGENCE
Job Details
Payrate: $47.00 - $52.00/hr.
Summary:
The Automation Program Manager will oversee the design, development, and maintenance of automation journeys that improve the customer experience across all contact channels. This role involves managing projects, reducing customer abandonment rates, and minimizing agent effort when human intervention is necessary. Your technical expertise and strategic vision will drive innovation and efficiency, reduce costs, and enhance productivity in our support operations.
Key Responsibilities:
Qualifications:
Education/Experience:
Pay Transparency: The typical base pay for this role across the U.S. is: $47.00 - $52.00/hr. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education and experience and the benefits package you select. Full-time employees are eligible to select from different benefits packages. Packages may include medical, dental, and vision benefits, 10 paid days off, 401(k) plan participation, commuter benefits and life and disability insurance.
For information about our collection, use, and disclosure of applicant's personal information as well as applicants' rights over their personal information, please see our Privacy Policy (;/span>
Aditi Consulting LLC uses AI technology to engage candidates during the sourcing process. AI technology is used to gather data only and does not replace human based decision making in employment decisions. By applying to this position, you agree to Aditi s use of AI technology, including calls from an AI Voice Recruiter.
#AditiConsulting
#25-20638
Summary:
The Automation Program Manager will oversee the design, development, and maintenance of automation journeys that improve the customer experience across all contact channels. This role involves managing projects, reducing customer abandonment rates, and minimizing agent effort when human intervention is necessary. Your technical expertise and strategic vision will drive innovation and efficiency, reduce costs, and enhance productivity in our support operations.
Key Responsibilities:
- Enhance Customer Experience:
- Develop and implement automation strategies to optimize customer journeys, including chatbots, AI assistants, and self-service portals. Design customer support bots using AI technologies. Analyze feedback to identify improvement opportunities.
- Reduce Abandonment and Agent Effort:
- Implement solutions to reduce abandonment rates and ensure timely automated responses. Optimize escalation processes to minimize agent workload. Collaborate with support teams to streamline workflows.
- Project Management:
- Manage automation projects from initiation to completion, ensuring timely delivery and alignment with company goals. Develop project plans, including timelines and resource allocation. Communicate project status to stakeholders.
- Technical Management & Leadership:
- Strong programming skills in languages such as Python, JavaScript, CSS, html, groovy script, and C++. Coordinate with engineering teams to implement and maintain automation tools. Monitor and analyze automated system performance, making data driven adjustments. Stay current with industry trends to drive innovation.
- Documentation and Compliance:
- Create and maintain documentation for automation processes. Ensure compliance with relevant regulations and company policies.
Qualifications:
- Bachelor's degree in a relevant field, preferably Computer Science, Engineering, OR Business Management with computer science background
- Proven project management experience in a customer support environment.
- Strong background in automation engineering or a related technical field.
- Proficiency in programming languages such as Python, JavaScript, or Groovy script.
- Experience with automation tools like UiPath, Blue Prism, or Automation Anywhere.
- Familiarity with Lucid chart for workflow and process diagramming.
- Familiarity with customer support software and CRM systems. Experience with Sprinklr is preferred.
- Knowledge of AI and chatbot technologies.
- Strong analytical and problem-solving skills for innovation.
- Excellent communication and collaboration abilities.
- Ability to work independently and in a team-oriented environment.
- Project Management Professional (PMP) certification is a plus.
- Experience with Agile and Scrum methodologies. Experience working with Jira and Confluence preferred.
- Strong technical skills, including knowledge of software design patterns.
- Ability to manage multiple high priority projects and meet deadlines.
- Excellent stakeholder management and communication skills.
Education/Experience:
- Bachelor's degree in a technical field such as computer science, computer engineering or related field required. MBA or other related advanced degree preferred.
- PMI or PMP certification preferred.
- 2-4 years experience required.
Pay Transparency: The typical base pay for this role across the U.S. is: $47.00 - $52.00/hr. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education and experience and the benefits package you select. Full-time employees are eligible to select from different benefits packages. Packages may include medical, dental, and vision benefits, 10 paid days off, 401(k) plan participation, commuter benefits and life and disability insurance.
For information about our collection, use, and disclosure of applicant's personal information as well as applicants' rights over their personal information, please see our Privacy Policy (;/span>
Aditi Consulting LLC uses AI technology to engage candidates during the sourcing process. AI technology is used to gather data only and does not replace human based decision making in employment decisions. By applying to this position, you agree to Aditi s use of AI technology, including calls from an AI Voice Recruiter.
#AditiConsulting
#25-20638
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.