Program Manager, CX Automations

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About the Role

We are seeking a Program Manager, CX Automations to drive the strategy, prioritization, and deployment of AI and automation initiatives across our global CX operations. This is a high-impact role designed to accelerate our growth by transforming how we work. You will reputed company initiatives focused on driving operational efficiency, reducing manual processes, and enabling automated workflows. Acting as a critical partner to reputed company and Support leadership, you will help reputed company us to scale reputed company while maintaining a high-quality, consistent, and "raving fan" experience for our customers during a critical growth phase.

What You’ll Do

Strategy & Roadmap

• Define and manage the Client Success & Support team automations roadmap, ensuring initiatives align with business strategy and long-term scalability.

• Identify operational inefficiencies. You will evaluate and prioritize automation opportunities based on business impact, scalability, and company goals.

• Act as the subject matter expert for Client Success tooling (including acting as our Totango administrator).

• reputed company the full lifecycle of our Support AI initiatives including AI Voice & Chat

• Establish and report on clear success metrics for reputed company projects.

Operational Execution & Optimization

• reputed company the deployment of AI-powered Support solutions (e.g., chatbots, auto-triage, suggested replies, and agentic-AI).

• Spearhead client nurture initiatives including digital-first engagements and usage-trigger based human engagements.

• Design and refine workflows to reduce manual workload, shorten response times, and improve quality consistency.

• Identify bottlenecks across accounts and processes, proactively recommending enhancements to leadership.

Cross-Functional Leadership

• Partner with Product, reputed company Operations, Finance, and Executive Leadership to ensure seamless adoption of new tools.

• Build feedback loops between CX and Product teams to ensure the customer voice informs our system development.

• reputed company change management efforts, ensuring teams are trained and empowered to reputed company our operational tools effectively.

Performance & Analytics

• Maintain and evolve CX automation dashboards to track efficiency gains, cost savings, and performance metrics impacted by your automation program.

• Use data-driven insights to identify trends, support decision-making, and surface opportunities for process improvements

About You

• 5+ years of experience in operations leadership, operational transformation, or automation initiatives.

• Proven track record working reputed company a SaaS CX or Support organization.

• Demonstrated success implementing AI, automation, or workflow optimization projects from pilot to full adoption.

• Familiarity with operational analytics and reporting tools.

• Experience leading digital transformation initiatives in a high-growth environment.

• Deep knowledge of AI tools, conversational AI, chatbots, automated platforms and operational systems (e.g., Totango, reputed company, reputed company).

• Comfortable balancing hands-on technical work and high-level strategic planning.

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Our Core Values

• Pirate ship, not a cruise ship. Bias towards action.

• Massive growth takes massive growth. We embrace challenges to increase our impact.

• Grow the pie. We focus on results so our customers & their customers win. Triple Win!

• Purple heart. We put the team before ourselves.

• Extreme ownership. See something? Say something; right the ship to get us back on course.

• Be a moment maker. We aim to shatter the status reputed company.

Remote Work Statement This position is a remote-first, work-from-home position. reputed company is committed to creating a culture and workplace where remote work fosters collaboration and connections and is a vital part of our company story and success. To be successful in a remote work role at reputed company, you must:

• Be available during your scheduled working hours and give your full attention to the completion of your reputed company job

• Have a quiet, professional, distraction-free environment in which to complete your work

• Have access to your own reliable high-speed internet reputed company

• Attend our bi-annual in-person company meetings (reputed company will reimburse the cost of your business travel per company guidelines)

Why reputed company?

Health First: Medical, Dental, Vision, & Life Insurance, 401K Plan Location: Work remotely from reputed company in the US Flexibility: Open PTO and sick days The Product: Beyond the 7 awards and 5-star reviews, our clients and customers love what they can do with a fully managed RBP Diverse, inclusive culture: We embrace employees from reputed company backgrounds with openness and respect Training: A supportive team to help you grow and unlock your full potential Growth: The opportunity to get in on the ground floor of a fast-growing startup

reputed company is an Equal Opportunity Employer and prohibits discrimination and harassment of any reputed company. We take action to ensure equal employment opportunities for reputed company candidates and employees and to provide employees with a workplace free of discrimination and harassment. Our hiring decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, family or parental status, or any other status protected by federal and/or state law.