Director of Process Automation Solutions
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Company Overview


As the fastest growing outsourcing solution in North America, SupportNinja is redefining the BPO space. Our mission is to “Show the World a Better way to Outsource”.


What does this mean?


We are more than just a call center - we challenge the status quo with the greatest people and the latest technology. SupportNinja provides a personalized, modern and ethical approach that allows us to provide faster, smarter support than our competitors.


We work with some of the world's most disruptive companies across the tech, lifestyle, music and e-commerce spaces. Our services include customer support for apps, content moderation for streaming music services, B2B lead generation for SaaS companies, and back-office support for one of the world’s largest nonprofits.


Our client roster includes HotelTonight, Warner Music/Level, Bill and Melinda Gates Foundation, SeatGeek, and more. SupportNinja is one of the 100 fastest growing private companies in the US, one of the fastest growing companies to come out of Austin, a recipient of the Austin A-List Awards, and has been listed as a Best Place to Work.


Join us in our quarterly retreats, our welcoming office spaces, and see why we double in size year after year!


About The Role


The Director of Process Automation Solutions is a key position reporting directly to the Chief Technology Officer. The primary responsibilities will include leading the Process Automation team in identifying opportunities for process transformation through discovery, prioritizing and in turn implementing automation solutions that drive maximum business value realization in fiscal quarter(s). As a member of the team, you are expected to lead the execution and delivery of technology projects while collaborating with various clients. 


Duties & Responsibilities


People Manager


  • Enable and empower people to do their best work in an environment that encourages collaboration and innovation and fosters development and learning.
  • Translate the company s strategic vision and help individuals understand their impact on the organization's success.
  • Assess direct reports performance and partner on career planning.


Process Discovery, Automation and Transformation


  • The Director of Process Automation Solutions will establish a Center of Excellence (COE) that engages all stakeholders.
  • This role will represent the COE as a subject matter expert and bring together all services and deliverables offered by the COE across the enterprise.
  • Utilize design thinking principles to identify and solve business problems effectively 
  • Conduct research to explore and evaluate desired experiences, analyze research data, present findings, and make prioritized design recommendations
  • Translate research findings into effective, user-centered experiences through low fidelity prototypes
  • Consult with customers to provide process optimization, automation assessment, requirements gathering, automation strategy, client relationship building, and support strategic management consultants with technical expertise in intelligent automation.
  • Leverage in-depth industry knowledge of the business environment and various technical solutions and analyze organizational strategy and business processes to assist in the development of solutions that align with overall business goals
  • Conduct various financial assessments of technology or operational investments and assist companies with solutions planning, impact analysis, compliance, and risk assessment, while incorporating known regulatory issues.
  • Provide cost-effective business systems and applications analysis to support business applications' development and implementation. Monitors project status and ensure project delivery on time and within budget.
  • Provide recommendations to improve organizational performance through changes to strategy, structure, process, human capital and culture, information technology, enterprise cost reduction, management practices, and cost drivers.
  • Participate in the development and presentation of proposals, cost estimates, analysis activities, and implementation phases of projects
  • Develops and maintains effective relationships with senior management in targeted companies and participates as a key member in solutions and strategy decisions
  • Partner with business leaders on key initiatives to develop opportunities and translate them into executable roadmaps.
  • Help develop and foster a culture of process-driven Transformation Thinking
  • Expected to keep abreast of emerging technology trends and contribute to our forward-looking practices, including a specially trained team.
  • Experience in delivering in Agile & Waterfall delivery streams along with knowledge of other SDLC models.


Skills & Experience


  • Experience in Process Discovery and Automation and Business Project Management includes a working knowledge of leading technologies (e. g. Automation anywhere, Openspan-Pega, Blueprism, UI Path, Workfusion, IBM Watson, etc.) 
  • Experience with Artificial Intelligence or machine learning-based technologies is a plus
  • Strong analytical skills, problem-solving, and troubleshooting skills
  • Ability to work independently, or in groups, as the lead participant; ability to work well with business analysts and end-users in cross-functional teams
  • Ability to take on complex assignments as the lead and assume increasingly greater leadership roles/responsibilities
  • Excellent interpersonal communications skills; able to effectively communicate and build relationships with end-users, peers, management, and third parties
  • Excellent facilitation skills working with both internal and external parties
  • Strong verbal and written communications skills
  • Master's degree in management or technology/computer science field preferred