Senior Automation, Process Specialist

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Identify and spearhead initiatives that transition from 0 to 1, establishing entirely new processes or fundamentally transforming existing ones.

• Design and implement future-state workflows that integrate policy, process, and automation.

• Oversee the complete delivery of automation projects from discovery and design to implementation, testing, and launch.

• Utilize AI tools and automation platforms, including conversational AI, agent assistance, and self-service solutions.

• Collaborate with QA, Analytics, Data Science, and frontline teams to gather insights and confirm opportunities for improvement.

• Work alongside Business Applications to ensure solution designs align with business objectives.

• Monitor key performance metrics, document insights, and develop playbooks to foster ongoing innovation.

⛳️ Requirements

• A minimum of 5 years’ experience in service operations or continuous improvement, with a demonstrated history of leading 0 to 1 initiatives.

• Experience in customer experience strategy is highly desirable.

• Strong process-oriented mindset with the capability to simplify complex systems, minimize handoffs, and eliminate waste.

• Familiarity with AI- or automation-enhanced service environments, including bots, agent assistance, and self-service options.

• Proficient in leading discovery sessions, fostering collaboration, and driving cross-functional problem-solving.

• Strong analytical and strategic abilities to link customer experience outcomes to operational and financial performance.

• A passion for developing scalable systems that signify a paradigm shift.

• Must currently reside in the Philippines.

• Must be authorized to work in the Philippines.

• Willingness to work a graveyard shift supporting US operations.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Opportunities for professional development and career advancement.

• Flexible work arrangements and a supportive team environment.

• Access to cutting-edge technology and resources.