ektello

Project Manager (Automation & Customer Journey) Job at ektello in Englewood Clif

ektello, Englewood Cliffs, NJ, US

Project Manager (Automation & Customer Success)
Rate: 50.00 /hr. + Full Benefits
Contract Length: 12 + month contract to (hire + multi-extension capability
Location Expectations: 700 Sylvan Ave Englewood Cliffs, NJ 07632 (Onsite Mon-Thurs & remote Fri.)
Ability for Conversion & Extension: YES
Why Join Us
Our client is a global leader in technology, opening new possibilities for people everywhere. Since being established in 1969, Our Client has grown into one of the world’s leading technology companies, and has become recognized as one of the top 10 global brands.
Through relentless innovation and discovery, they are transforming the worlds of TVs, smartphones, wearable devices, tablets, cameras, digital appliances, network systems, and much more.
Position Summary
The Automation Program Manager will oversee the design, development, and maintenance of automation journeys that improve the customer experience across all contact channels, managing projects, reducing customer abandonment rates, and minimizing agent effort when human intervention is necessary.
Primary Responsibilities
Develop and implement automation strategies to optimize customer journeys, including chatbots, AI assistants, and self-service portals. Design customer support bots using AI technologies.
Implement solutions to reduce abandonment rates and ensure timely automated responses. Optimize escalation processes to minimize agent workload. Collaborate with support teams to streamline
Manage automation projects from initiation to completion, ensuring timely delivery and alignment with company goals. Develop project plans, including timelines and resource allocation. Communicate project status to stakeholders.
Preferred Qualifications:
Bachelor's degree in a technical field such as computer science, computer engineering or related field required. MBA or other related advanced degree preferred. PMI or PMP certification preferred.
2-4 years experience required.
Proven project management experience in a customer support environment.
Background in automation engineering or a related technical field.
Proficiency in programming languages such as Python, JavaScript, or Groovy script.
Experience with automation tools like UiPath, Blue Prism, or Automation Anywhere.
Familiarity with Lucid chart for workflow and process diagramming.
Familiarity with customer support software and CRM systems. Experience with Sprinklr is preferred.
Knowledge of AI and chatbot technologies.
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