Senior Automation, Process Specialist

• Identify and lead 0→1 initiatives that create entirely new processes or fundamentally reinvent existing ones
• Design and execute future-state workflows combining policy, process, and automation
• Own end-to-end delivery of automation initiatives from discovery and design through implementation, testing, and launch
• Leverage AI tools and automation platforms, including conversational AI, agent assist, and self-service
• Partner with QA, Analytics, Data Science, and frontline teams to gather insights and validate improvement opportunities
• Collaborate with Business Applications to align solution designs with business goals
• Track key performance metrics, document learnings, and build playbooks for continued innovation

• 5+ years of experience in service operations or continuous improvement, with a proven record of leading 0 to 1 initiatives
• Experience in customer experience strategy is preferred
• Strong process thinking with the ability to simplify complex systems, reduce handoffs, and remove waste
• Experience with AI- or automation-enhanced service environments, such as bots, agent assist, and self-service
• Skilled in leading discovery sessions, facilitating collaboration, and driving cross functional problem solving
• Strong analytical and strategic skills to connect customer experience outcomes with operational and financial results
• Passion for building scalable systems that represent a paradigm shift
• Must currently reside in the Philippines
• Must be authorized to work in the Philippines
• Amenable to working a graveyard shift supporting US operations