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Head of Channel Automation

2 months ago

Melbourne, Victoria, Australia CASA of San Mateo County Full time

About the Role

The Head of Channel Automation is a key leadership position at CASA of San Mateo County, responsible for setting and executing the vision for automation strategy across all customer interaction channels. This includes improving cost to serve metrics while increasing customer satisfaction.

Key Responsibilities

  • Strategic Vision and Leadership - Develop and lead the automation strategy, setting the long-term vision for customer interaction channels with a focus on reducing operational costs and improving customer experience.
  • Program Design and Implementation - Design and implement automation programs that drive efficiency and customer satisfaction, delivering measurable financial impacts.
  • People Management - Lead and mentor a diverse team, including automation specialists, customer experience designers, and analysts.
  • Performance Monitoring and Reporting - Develop and maintain dashboards and reports to monitor the performance of automated solutions, with a focus on financial metrics, customer satisfaction, and efficiency improvements.

Requirements

  • Education - Bachelor's degree in a related field such as Business, Engineering, Finance, Data Analytics, or Information Technology.
  • Experience - Minimum 10 years of experience in messaging, strategy, and/or consulting, with at least 5 years of leadership experience and 3 years of experience working in a similar industry.
  • Skills - Robust understanding of messaging and voice customer service channels, proven experience in data analysis, reporting, and performance monitoring, strong analytical skills, and excellent communication and collaboration skills.