Sr. Manager Process Automation

Profile

**MEMBERS ONLY**SIGN UP NOW***. brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at **MEMBERS ONLY**SIGN UP NOW***..

Job Summary

This role will focus on automation opportunities within our employee and customer toolsets. The overall goals for the role are to evaluate, analyze and drive execution of improvements via automation, and improve key operational metrics within the Tools, Technology & Quality organization. Leveraging expertise in data analysis and process design and improvement, the ideal candidate will look at end-to-end experiences and drive automation improvements in assisted and unassisted channels, with special emphasis on employee tools. The individual in this role will be a key player in the robotic process automation space and will also serve as an influencer for customer-facing cross-channel digital experiences, working with the respective product teams to inform changes and updates. Bringing automation to frontline employee toolsets includes employing agent assistance technologies, event-driven triggers, and Robotic Process Automation. The Sr. Manager's responsibilities will include:

Job Description

Core Responsibilities


Leading the development, implementation and adoption of employee-focused automation improvements.
Discovering opportunities to leverage Robotic Process Automation (RPA) across assisted and unassisted channels.
Creating business cases for RPA opportunities to reduce operational costs.
Serving as main point of contact and lead for day-to-day RPA program activities.
Creating the strategy, design and driving execution of automation solutions based on Tools, Technology & Quality organizational business needs, and integrating into existing internal automation architectures for seamless customer and employee solutions.
Working with cross-functional groups and stakeholdersto create trial and BAU operational reporting effectiveness; Groups include customer experience, product and technology, external vendors, internal Care and Technician Operations, and digital teams.
Assessing project feasibility; technology analyses.
Analyzing metrics for end-to-end agent-customer experiences.
Working with third party partners and internal groups to execute on RPA.
Managing performance and working with Care teams on automation on the agent desktop as well as related employee tools.
Identifying baselines, establishing benchmarks and ensuring validation of data for both trial and BAU workstreams.


Requirements:


Have a strong background in end-to-end process design and demonstrated expertise in process improvement.

Solid background and grounding in technologies that power **MEMBERS ONLY**SIGN UP NOW***. assisted channel toolsets as well as technology platforms within our unassisted channel ecosystem.

Experience with building process flow charts via Miro or similar tool.

Self-starter, who has a passion for delivering seamless, elegant end-to-end employee and customer experiences.

Have a background in working with large data sets, and understanding of machine learning, automation and natural language processing.

Strong business acumen and successful track record of driving business metrics and operational improvements.

Demonstrated experience in contact center technologies.

Show a willingness to see the entire process through to completion.

Ability to work independently with minimal oversight.

Ability to work in a cross-functional organization, to influence and affect change.

Strong communication skills and ability to tell a cohesive story.

Ability to make sound decisions and prioritize based on established strategies.

Consistent exercise of independent judgment and discretion in matters of significance.

Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.

Education Level - Bachelor's Degree, MBA a plus.

Field of Study - Computer Science, Computer Engineering, Statistics, Information Sciences/Technology or equivalent experience.

Years Experience - Generally requires 5-7 years related experience.





Compliance **MEMBERS ONLY**SIGN UP NOW***. is an EEO/AA/Drug Free Workplace.


Employees at all levels are expected to:


Understand our Operating Principles; make them the guidelines for how you do your job.

Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.

Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.

Win as a team - make big things happen by working together and being open to new ideas.

Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.

Drive results and growth.

Respect and promote inclusion & diversity.

Do what's right for each other, our customers, investors and our communities.


Disclaimer:


This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.


**MEMBERS ONLY**SIGN UP NOW***. is an EOE/Veterans/Disabled/LGBT employer.

**MEMBERS ONLY**SIGN UP NOW***. is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other basis protected by applicable law.

Education

Bachelor's Degree

While possessing the stated degree is preferred, **MEMBERS ONLY**SIGN UP NOW***. also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Relevant Work Experience

7-10 Years

Base pay is one part of the Total Rewards that **MEMBERS ONLY**SIGN UP NOW***. provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, **MEMBERS ONLY**SIGN UP NOW***. provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality - to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary (****on our careers site for more details.

Company info

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