Process and Automation Lead, CX

Job Summary

Requisition

Employment Type:

Full Time

Job Category:
Customer Service/Support

Job Grade:
Exempt 16

Work Location:

Davidson, NC (CSC) (Looking for candidates who champion innovation and empower customer experience via Automation and AI)

The Customer Experience Process and Automation Lead will support the planning, execution and delivery of enterprise-wide process and automation initiatives aimed at improving customer experience, operational productivity and workflow efficiency. This role serves as the program lead for automation & AI projects across multiple functional areas (Sales, Customer Support, Digital Channels, Service, Back-Office Operations), working closely with customer journey advocates, business stakeholders, technology teams, analytics, process improvement, and change management.

The ideal candidate combines strong automation/AI experience, program & change management discipline, and stakeholder‑engagement skills to deliver business value through scalable automation solutions.

• Support lifecycle management of automation: intake, solution design with architects and engineers, pilot/POC, rollout, scaling, performance measurement, continuous optimization.
• Analyze current customer experience processes to identify pain points, inefficiencies, and opportunities for improvement.
• Manage the CX Productivity, Automation & AI program roadmap: identify opportunities, prioritize initiatives, set timelines, budgets, and KPIs aligned with CX & productivity goals.
• Lead cross‑functional teams in the design and documentation of streamlined customer experience workflows.
• Collaborate with cross‑functional teams (business, IT, customer service, operations, analytics, vendors) to implement and deliver automation projects: RPA/IPA, workflow orchestration, conversational AI/chatbots, self‑service portals, process mining insights.
• Develop and implement automation strategies using tools such as RPA, AI‑powered chatbots, and workflow automation platforms.
• Serve as the primary interface with stakeholders: gather requirements, align objectives, manage expectations, elevate issues, and report progress to senior leadership.
• Establish training and support for commercialization of deployed projects to support Customer Experience.
• Support change management and adoption: ensure end‑users and operations are prepared for automation deployments, build training/enablement plans, define new processes and ownership hand‑offs.
• Monitor program metrics including effectiveness, automation, budget, cost savings, productivity gains, customer experience improvements, adoption metrics, and automation throughput.
• Champion a culture of continuous improvement and innovation within the customer experience organization.
• Stay current with emerging technologies and best practices in customer experience and process automation.
• Foster the MSC Culture in the department and throughout the company to ensure fulfillment of MSC’s vision and unity of purpose.
• Participate in special projects and perform additional duties as required.

• Bachelor's degree in business, Computer Science, Supply Chain, Engineering or related field (or equivalent experience).
• Minimum of three years of program management experience or relevant project work.
• Demonstrated experience managing automation or AI‑enabled programs (e.g., RPA, conversational AI, self‑service bots, workflow automation) and delivering measurable business outcomes.
• Ability to lead multiple concurrent projects, preferably in automation, AI, digital transformation or operations improvement.
• Strong program management skills: define scope, schedule, budget, risks, dependencies; track milestones; drive to completion.
• Excellent stakeholder management and communication skills: engage senior leadership, business owners, IT, vendors; translate business needs into technical solutions and vice‑versa.
• Proven ability to work cross‑functionally and influence without direct authority; strong facilitation and collaboration capabilities.
• Strong analytical mindset: comfortable with data, metrics, benefits realization, ROI calculation; able to use process mapping,…