second-nature - Program Manager, CX Automations
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Responsibilities
• 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). • Lead the full lifecycle of our Support AI initiatives including AI Voice & Chat • Establish and report on clear success metrics for all projects. • Operational Execution & Optimization • Lead 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, Revenue 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. • Lead change management efforts, ensuring teams are trained and empowered to leverage 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
Benefits
• Anticpated Base Salary $110K – $135K • Offers Equity • Our compensation philosophy is designed to attract, retain, and motivate top talent by offering competitive and fair pay that reflects individual contributions, company performance, and market conditions. We believe in rewarding performance, promoting internal equity, and offering a total rewards package that supports our employees’ well-being and career growth. • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • or drag and drop here • Be present and engaged during your scheduled working hours. Your specific work schedule will be based on your role and team, but you must be able to start your day at 10am or 10:30am ET at least one day per week. • Work from a quiet, professional, and distraction-free space. • Have a dependable high-speed internet connection that supports video calls, as we operate with cameras on by default. • Attend our bi-annual company-wide in-person meetings, with all business travel costs reimbursed according to company policy. • Describe a recent project where you owned the implemention of an AI or automated workflow. Please include the tools you leveraged and a high level overview of the impact on the business or team you were supporting.
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