Automation Support Manager

Position Overview:

The Automation Support Manager will be responsible for providing operational support, performance monitoring, and strategic analysis for HomeServe’s Contact Center Automation solutions. This role ensures the stability, efficiency, and continuous improvement of both Contact Center Automation solution (Charlie) and AI-driven automation services that address complex business challenges within the Contact Center.

A key component of this role is conducting big-picture analysis to identify patterns, inefficiencies, and opportunities that enhance automation impact on business operations. The candidate will work closely with business and technical stakeholders to drive measurable improvements in efficiency, customer experience, and business outcomes. The ideal candidate will go beyond day-to-day support by identifying opportunities to refine automation processes and improve key performance indicators (KPIs).

This is an exciting opportunity for a seasoned Support Manager who thrives in problem-solving, performance analysis, and continuous improvement.

Responsibilities:

• Serve as the primary point of contact for troubleshooting and resolving issues related to Charlie and other AI based solutions that the Automation and Innovation team rolls out to the business.
• Monitor system performance, conduct root cause analysis, and drive improvement initiatives to enhance reliability.
• Define and implement best practices for automation support, documentation, and proactive issue resolution.
• Collaborate with cross functional teams including delivery team, product owners, and business teams to ensure high availability and performance of end-to-end automation solutions.
• Support incident management, ensuring timely resolution and minimal business disruption.
• Partner with contact center leaders to identify key metrics trends and take necessary actions to avoid any service downturn
• Communicate complex automation and AI concepts in business-friendly language to facilitate informed decision-making.
• Provide data-driven insights that optimize automation processes and maximize business impact.

Essential Functions:

Job Requirements:

• Bachelor's degree in business, Information Systems, Computer Science, or a related field.
• 5 years of experience in business process improvement, automation support, or contact center operations.
• Strong understanding of Google Dialogflow CX or similar conversational AI platforms.
• Proven ability to analyze automation performance data and deliver actionable insights.
• Strong troubleshooting and problem-solving skills, with experience diagnosing automation-related issues.
• Experience working with contact center technologies (IVR, CRM, telephony integrations, etc.).
• Ability to translate business requirements into automation enhancements.
• Excellent interpersonal skills and ability to work across multiple teams and geographies. 
• Self-motivated, detail-oriented, and capable of working in a fast-paced, results-oriented environment 
• Occasional travel may be required to collaborate with remote teams and stakeholders. 
• Strong presentation and communication skills with the ability to convey complex ideas succinctly to executive leadership. 
• Expertise in Agile methodologies (Scrum, Kanban, SAFe) and experience implementing DevOps practices across product teams.  
• Hands-on experience with Agile tools such as Jira, Confluence, GitHub, and Office 365. 
• Strong understanding of software development lifecycles and various scrum methodologies.
• Possesses a broad knowledge of business and business functions and understands the significance of commercial constraints. Can recognize potential assignments outside own areas of specialization and bring to bear appropriate expertise as necessary. 
• Strategic thinker with the ability to deal with complex and ambiguous environments and maintain a business-wide view across a variety of projects, work-streams and time frames. 

Minimum Physical Requirements: 

The physical demands described represent those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions of the position for which they work. While performing the duties of this position, the employee is regularly required to listen, talk and hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls while executing tasks like working on a computer or talking on the telephone.  The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate to low.

Salary Range (Chattanooga, TN): $80,741.12 - $107,654.83

Salary Range (Norwalk, CT): $98,683.60 - $131,578.13

Annual Bonus Potential: 10%

HomeServe USA is an equal opportunity employer.

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Salary : $80,741 - $107,655