Second Nature

Program Manager, CX Automations

Second Nature

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $110,000 - $135,000 per year

About the role

  • Define and manage the Client Success & Support team automations roadmap, ensuring initiatives align with business strategy and long-term scalability.
  • Identify operational inefficiencies and prioritize automation opportunities.
  • Act as the subject matter expert for Client Success tooling.
  • Lead the full lifecycle of Support AI initiatives including AI Voice & Chat.
  • Establish and report on success metrics for all projects.
  • Lead the deployment of AI-powered Support solutions.
  • Spearhead client nurture initiatives including digital-first engagements.
  • Design and refine workflows to reduce manual workload and improve quality consistency.
  • Identify bottlenecks and recommend enhancements to leadership.
  • Partner with cross-functional teams to ensure seamless adoption of new tools.
  • Build feedback loops to ensure customer voice informs system development.
  • Lead change management efforts ensuring effective use of operational tools.
  • Maintain and evolve CX automation dashboards to track performance metrics.

Requirements

  • 5+ years of experience in operations leadership, operational transformation, or automation initiatives.
  • Proven track record working within a SaaS CX or Support organization.
  • Demonstrated success implementing AI, automation, or workflow optimization projects from pilot to full adoption.
  • Familiarity with operational analytics and reporting tools.
  • Experience leading digital transformation initiatives in a high-growth environment.
  • Deep knowledge of AI tools, conversational AI, chatbots, automated platforms and operational systems (e.g., Totango, Salesforce, Hubspot).
  • Comfortable balancing hands-on technical work and high-level strategic planning.
Benefits
  • Health First: Medical, Dental, Vision, & Life Insurance
  • 401K Plan
  • Flexibility: Open PTO and sick days
  • A supportive team to help you grow and unlock your full potential
  • The opportunity to get in on the ground floor of a fast-growing startup
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
automationAIworkflow optimizationoperational transformationoperational analyticsreporting toolsdigital transformationconversational AIchatbotsperformance metrics
Soft Skills
leadershipstrategic planningchange managementcross-functional collaborationproblem-solvingcommunicationclient engagementfeedback managementprocess improvementteam management