Director – Customer Automation

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Job Overview and Responsibilities

The Director of Customer Automation Experience will lead the strategy, design, and continuous optimization of the customer-facing, automation portfolio across voice, chat, and messaging. This critical role sits at the intersection of customer experience, operations, and technical execution as well as managing vendor partnerships. They will be the voice of the customer without the automation ecosystem, being customer-obsessed and ensuring every automated touchpoint feels intuitive, human, and effortless while also handling complicated customer issues seamlessly, or when needed, gracefully transitioning the customer to live human support.

Our approach to automation will address real operational challenges -- for example, sharp spikes in customer contacts during large-scale irregular operations that can lead to extremely long wait times for customers and significant additional hours for our frontline teams –- while enabling our frontline experts to focus on the complex, high-value moments where their judgment, empathy and problem-solving skills make the greatest difference

• Define automation strategy and customer experience roadmap, balancing automation resolution goals with customer experience/satisfaction including the ‘human-in-the-loop’ strategy and experience
• Direct the end-to-end design of natural, intuitive, conversation flows for voice bots and digital chat/messaging collaborating with digital technology, UX, operations and QA teams
• Establish and monitor performance metrics such as resolution rate, CSAT, escalation rates, using data to identify gaps and drive continuous improvement
• Manage relationships and serve as the primary liaison between Customer Support & Advocacy, Operations, Digital Technology, Data Science, and vendor teams to translate and prioritize business needs and continuously evaluate emerging technologies
• Govern content quality across all automated interactions, including tone, accuracy, compliance, and brand voice and ensure escalated interactions include full context, transcripts, and intents are passed to the live agent, minimizing customer and live agent effort
• Develop and present business cases for new automation investments, including ROI modeling and projected impact on volume and cost
• Lead, mentor, and grow a specialized team of conversational designers, product managers, and optimization analyst dedicated to the customer automation ecosystem

What’s needed to succeed (Minimum Qualifications):

• Bachelor's degree or related experience
• Management Information Systems, Industrial Engineering, Cognitive Science, Linguistics, Informatics, Business Analytics, Customer Insights or a related field requiring a mix of analytical and human-centric problem-solving
• 8+ years in customer self-service, customer-facing automation, contact centers, customer experience or a related field
• 3+ years specifically leading conversational channels
• 3+ years in a leadership role
• Demonstrated proficiency in at least one major CCaaS
• Credentials proving the ability to manage a digital roadmap or product
• Conversational UX and Design Thinking
• Deep understanding of telephony & digital routing
• Escalating & handoff orchestration Advanced CX Analytics & metric tracking
• Familiarity with Generative AI concepts and prompt writing
• Exposure to AI platforms such as Copilot, ChatGPT, Gemini, Claude, Perplexity, and…