Head of Channel Automation

5 days ago

Melbourne, Victoria, Australia CASA Of San Mateo County Full time
About the Role

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

Key Responsibilities
  • 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.
  • Design and implement automation programs that drive efficiency and agent productivity increase, and enhance customer experiences, delivering measurable financial impacts.
  • Lead and mentor a diverse team, including journey experience designers, customer intent leads, strategic channel insights managers, conversations writers and designers, and analysts across the business.
  • Develop and maintain dashboards and reports to monitor the performance of automated solutions, with a focus on financial metrics, cost savings, customer satisfaction, and efficiency improvements.
Requirements
  • Bachelor's degree in a related field such as business, engineering, finance, data analytics, or information technology.
  • Minimum 10 years of experience in messaging, strategy, and/or consulting.
  • Minimum 5 years of leadership experience, including people management responsibility.
  • Minimum 3 years of experience working in the healthcare industry.
  • Robust understanding of messaging and voice customer service channels.
  • Proven experience in data analysis, reporting, and performance monitoring.
  • Strong analytical skills with the ability to interpret complex data and provide actionable insights.
  • Demonstratable skill in data storytelling and presentations.
  • Excellent communication and collaboration skills.

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