Sr. CX Automation Specialist

1 month ago

Grand Rapids, United States BISSELL Full time

Overview:

The Sr. CX Automation Specialist supports the strategic direction for automation across all contact channels within Consumer Care and After Sales on a domestic and global planning level. They will achieve this by managing complex projects identified in our live-agent support and automated channel strategy roadmap. This individual is passionate about delivering a great experience, is proficient with digital support channel offerings, has a penchant for details, and has a passion to drive towards innovative solutions for our agents and our consumers. The highest priority of this key role will be to expand the reach and effectiveness of our digital workforce to deliver on key business objectives. This role will be proactive in the identification and problem solving that will lead to the implementation of new strategies that increases agent efficiency, improves the consumer experience, enhances self-service effectiveness, expedites data insights and digital content creation.

Responsibilities:
  • Collaborate closely with the Consumer Care, After Sales Operations, Technology teams, and with 3rd party solution providers to deliver solutions towards the key automation goals.
  • Lead testing for solutions to improve agent efficiency or consumer-facing automation.
  • Identify trends or risks to the consumer experience or agent flow and consistently monitor best in class or competitor support offerings.
  • Recommend new innovations, tools and methodologies that support process efficiency through pilots and roll-out.
  • Lead an assessment of our organizations support approach, prioritization, and capacity to leverage digital capabilities (data, process, tech) through a maturity assessment.
  • Participate in designing the digital transformation roadmap by working with the IT and Tech teams to identify strategic processes with a view to automate.
  • Create and measure performance dashboards relevant to each support channels offering.
  • Provide a readout on current and future state of our channels by offering insights that are clear and potentially actionable.
  • Journey map and/or flow chart current and future states of support to assess the process opportunities, content enhancements, or system improvements needed.
  • Develop project briefs that apply prioritized recommendations drawn out of analysis.
  • Identify testing tools for regular monitoring of voice/non-voice automation solutions.
  • Serve as the voice of Consumer Care on automation across channels, using knowledge of BISSELL products, policy, and procedures to serve our consumers.
  • Remain current on all BISSELL products by understanding functionality, applications, current issues & resolutions, and organizational goals behind each product.
  • May be required to perform other duties as assigned.


Qualifications:

Required core Competencies:

  • Technology focused with ability to adapt to new and evolving Technologies
  • Continuous Improvement
  • Oral and written communication with impact
  • Manage/contribute to multiple dynamic priorities
  • Professional expertise
  • Actively seek and share information
  • Interpersonal/collaborative skills
  • Initiative

Required Experience / Education:

  • Degree minimum: Bachelors Degree
  • Specific concentration: Preferably in a STEM discipline
  • Experience level: 3-5 Years

Preferred Experience / Education:

  • Experience as an automation or orchestration architect for complex systems automation through phone, chat/SMS, email, social, and web channels.
  • General understanding of partner solutions such as cloud Telephony, CRM, Chat, Social, fraud detection, knowledgebase.
  • Ability to serve as a team lead and mentor staff.
  • Grasp of automation technologies including RPA, AI, NLP/NLU and LLMs
  • A demonstrator of technical and analytical proficiency through presentation and tools necessary for creating visually and verbally engaging content/reports
  • Experience with UX, in a service environment, or with CRM systems is a plus.

Training or Skills Required:

  • Excellent written and verbal communication
  • Proficiency with Microsoft Office, social media monitoring tools, CRM tools
  • Ability to analyze, evaluate, and effectively communicate project performance.
  • Strong organizational skills and attention to detail
  • Ability to communicate observations and concerns to upper-level management
  • This position requires the ability to manage the flow of data, perform analysis, generate summary reports, and communicate by voice or data while being connected in the office, at home or while travelling by laptop or mobile device regularly without regard to time zone or day of the week.

  • Sr. Consumer Experience Technical Specialist

    3 weeks ago

    Grand Rapids, United States BISSELL Full time

    Overview The Sr. CX Automation Specialist supports the strategic direction for automation across all contact channels within Consumer Care and After Sales on a domestic and global planning level. They will achieve this by managing complex projects identified in our live-agent support and automated channel strategy roadmap. This individual is passionate about...

  • Building Automation Specialist

    4 weeks ago

    Grand Rapids, United States Pivot Workforce, LLC Full time

    A Building Automation Specialist is a professional who specializes in designing, implementing, and maintaining systems that control and manage various building functions such as heating, ventilation, air conditioning (HVAC), lighting, security, and other environmental controls. Their role involves utilizing advanced technology and software to optimize...

  • Building Automation Specialist

    3 weeks ago

    Grand Rapids, United States Pivot Workforce, LLC Full time

    A Building Automation Specialist is a professional who specializes in designing, implementing, and maintaining systems that control and manage various building functions such as heating, ventilation, air conditioning (HVAC), lighting, security, and other environmental controls. Their role involves utilizing advanced technology and software to optimize...

  • Building Automation Service Specialist

    4 weeks ago

    Grand Rapids, United States Control Logic of Michigan Full time

    **Building Automation Service Specialist** **- Exciting Opportunity for HVAC Professionals -** **About This Role** Join our dynamic team as a Building Automation Service Specialist, where you'll play a pivotal role in performing diagnostics, preventive maintenance, repairs, installations, and commissioning of cutting-edge building automation control...

  • Building Automation Specialist

    4 weeks ago

    Grand Rapids, United States Kodiak Labor Solutions Full time

    Job DescriptionJob DescriptionAbout This RoleJoin our dynamic team as a Building Automation Service Specialist, where you'll play a pivotal role in performing diagnostics, preventive maintenance, repairs, installations, and commissioning of cutting-edge building automation control systems. Under moderate supervision, you will have the opportunity to...

  • Building Automation Service Specialist

    3 weeks ago

    Grand Rapids, United States Pivot Workforce Full time

    To Apply for this Job Click Here Building Automaton Service Specialist Under moderate supervision, the Building Automation Service Specialist performs remote diagnostics, preventative maintenance, repairs, installations, and commissioning of building automation control systems. This person is accountable for ensuring high customer satisfaction...

  • Lead Machine Builder

    5 days ago

    Grand Rapids, United States Axis Automation Full time

    Axis Automation is looking for career-oriented individuals to join a dynamic, tight-knit team creating custom factory automation equipment. We're a small company with big ambitions - plenty of opportunities for growth and advancement! Who we are: Axis Automation leverages the teamwork of our leading engineers and machine builders to conceptualize, design,...

  • Lead Machine Builder

    1 month ago

    Grand Rapids, United States Axis Automation Full time

    Job DescriptionJob DescriptionAxis Automation is looking for career-oriented individuals to join a dynamic, tight-knit team creating custom factory automation equipment. We're a small company with big ambitions - plenty of opportunities for growth and advancement!Who we are: Axis Automation leverages the teamwork of our leading engineers and machine...

  • Lead Machine Builder

    4 days ago

    Grand Rapids, United States Axis Automation Full time

    Job DescriptionJob DescriptionAxis Automation is looking for career-oriented individuals to join a dynamic, tight-knit team creating custom factory automation equipment. We're a small company with big ambitions - plenty of opportunities for growth and advancement!Who we are: Axis Automation leverages the teamwork of our leading engineers and machine...

  • Machine Builder

    1 month ago

    Grand Rapids, United States Axis Automation Full time

    Job DescriptionJob DescriptionAxis Automation is looking for career-oriented Machine Builders to join a dynamic, tight-knit team creating custom factory automation equipment. We're a company with big ambitions - plenty of opportunities for growth and advancement!Axis leverages the teamwork of our leading engineers and machine builders to conceptualize,...

  • Sr. Sales Account Specialist

    1 month ago

    Grand Rapids, United States BISSELL Full time

    Overview: The Sr. Sales Account Specialist Grocery will manage regional grocery customers while executing objectives set by the Key Account Manager II - Grocery. This will also include working closely with a network of grocery brokers. The Sr. Sales Account Specialist will manage promotional program, local budgets, process advertising claims, monthly...

  • Marketing Communications Specialist

    2 weeks ago

    Grand Rapids, Michigan, United States TESA Full time

    Marketing Communications Specialist / Marketing Communications Sr SpecialistGrand Rapids, MI – Hybrid Schedule tesa tape, the global leader of adhesive solutions, is seeking a Marketing Communications Specialist to help grow our North American Headquarters in our new corporate office located in Grand Rapids, Michigan.Job DescriptionThe Marketing...

  • Sr. Full Stack Developer

    1 month ago

    Grand Rapids, United States Creative Financial Staffing Full time

    Job Title: Sr. Full Stack Developer Job Type: Full-time, Permanent Responsibilities of the Sr. Full Stack Developer: Design and implement RESTful backend services with a focus on high availability, low latency, and scalability. Develop dynamic, responsive front-end interfaces using modern JavaScript frameworks such as React, Angular, or Vue.js. Integrate...

  • Sr. Full Stack Developer

    4 weeks ago

    Grand Rapids, United States Creative Financial Staffing Full time

    Job Title: Sr. Full Stack Developer Job Type: Full-time, Permanent Responsibilities of the Sr. Full Stack Developer: Design and implement RESTful backend services with a focus on high availability, low latency, and scalability. Develop dynamic, responsive front-end interfaces using modern JavaScript frameworks such as React, Angular, or Vue.js. Integrate...

  • Sr. Validation Engineer or Specialist

    1 month ago

    Grand Rapids, United States Grand River Aseptic Manufacturing Full time

    Quality, Service, Collaboration, Courage. Do you exhibit these values and wish to be around others that do too? Are you interested in making a difference in your community and the world? Are you looking for a place where you can grow and learn in a diverse, community-minded culture? If these statements resonate with you, Grand River Aseptic Manufacturing...

  • Sr. Industrial Automation Engineer

    2 days ago

    Cedar Rapids, United States ESCO Group Full time

    Job DescriptionJob DescriptionSalary: SENIOR INDUSTRIAL AUTOMATION ENGINEER  ESCO Automation is an Allen-Bradley solution provider, recognized as a Rockwell Automation Process System Integrator, and offers expertise in intellution/GE Proficy, Siemens, and Microsoft Software.   The Senior Automation Engineer will be part of ESCO Groups’ Automation Team...

  • Marketing Development Specialist

    3 weeks ago

    Grand Rapids, United States Morrison Industries Full time

    Innovation for Automation is looking for a full time Marketing Development Specialist located at 3529 Patterson Ave SE, Grand Rapids, MI 49548. In this role, you will collaborate with cross-functional teams to develop and implement strategic marketing plans, identify market opportunities, and create compelling campaigns that resonate with our target...

  • Sr Specialist

    3 weeks ago

    Grand Rapids, United States Acrisure LLC Full time

    Job Title: Sr Specialist (Workday Focused) - Technical Training Team, Operational Excellence Department: Technical Training - Operational Excellence, Acrisure Business Services Location: Hybrid in Grand Rapids, Michigan OR Remote About Acrisure Acrisure is a fintech financial services leader and among the world's top 10 insurance brokerages. Acrisure has...

  • Marketing Development Specialist

    4 weeks ago

    Grand Rapids, United States Morrison Industries LLC Full time

    Job DescriptionJob DescriptionInnovation for Automation is looking for a full time Marketing Development Specialist located at 3529 Patterson Ave SE, Grand Rapids, MI 49548. In this role, you will collaborate with cross-functional teams to develop and implement strategic marketing plans, identify market opportunities, and create compelling campaigns that...

  • Sr. Industrial Automation Engineer

    6 days ago

    Cedar Rapids, United States ESCO Group Full time

    Job DescriptionJob DescriptionSalary: SENIOR INDUSTRIAL AUTOMATION ENGINEER  The Senior Automation Engineer will be a part of ESCO Groups’ Automation Team in the Marion/Cedar Rapids, IA area, and will be responsible for being a leading Senior resource for automation projects. The ideal candidate will be a systems integrator with extensive work...