Program Manager, CX Automations

Second Nature

2d•Remote

About The Position

We are seeking a Program Manager, CX Automations to drive the strategy, prioritization, and deployment of AI and automation initiatives across our global CX operations. This is a high-impact role designed to accelerate our growth by transforming how we work. You will lead initiatives focused on driving operational efficiency, reducing manual processes, and enabling automated workflows. Acting as a critical partner to Customer Success and Support leadership, you will help enable us to scale efficiently while maintaining a high-quality, consistent, and "raving fan" experience for our customers during a critical growth phase.

Requirements

5+ years of experience in operations leadership, operational transformation, or automation initiatives.
Proven track record working within a SaaS CX or Support organization.
Demonstrated success implementing AI, automation, or workflow optimization projects from pilot to full adoption.
Familiarity with operational analytics and reporting tools.
Experience leading digital transformation initiatives in a high-growth environment.
Deep knowledge of AI tools, conversational AI, chatbots, automated platforms and operational systems (e.g., Totango, Salesforce, Hubspot).
Comfortable balancing hands-on technical work and high-level strategic planning.

Responsibilities

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.
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.
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.
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

Medical, Dental, Vision, & Life Insurance, 401K Plan
Work remotely from anywhere in the US
Open PTO and sick days
The Product: Beyond the 7 awards and 5-star reviews, our clients and customers love what they can do with a fully managed RBP
Diverse, inclusive culture: We embrace employees from all backgrounds with openness and respect
A supportive team to help you grow and unlock your full potential
The opportunity to get in on the ground floor of a fast-growing startup

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