Chief Automation Officer
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CAO Job Description
Company Overview:
We are a rapidly growing SaaS company with a couple hundred people on board, providing cutting-edge customer service solutions to many thousands B2B clients worldwide. We want to be way more efficient, and our path there leads through automation. We are looking for a highly skilled and visionary Chief Automation Officer to drive the optimization and automation of our processes to enhance efficiency and enable us to scale further.
Responsibilities:
Strategy and Vision
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Identify opportunities for automation and process improvements across all departments, working closely with department heads to understand their needs and challenges. Score those opportunities properly - keep the ones that impact the customer experience at the top.
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Develop and implement an automation strategy aligned with the company's objectives and goals, ensuring that processes are optimized for maximum efficiency. Do it iteratively, start small, get first buy-ins, show the initial ROI, and build a complete framework with time.
Education
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The deep shift that automation brings can require new ways of working, and a good CAO will drive employee education about the tech and the opportunities it brings. From building beginner's guides to tailored knowledge sets, the goal here is simple - everyone needs to know about the possibilities of automation.
Project Management
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Lead cross-functional teams to design, develop, and implement automation solutions that streamline processes, reduce manual work, and improve overall efficiency.
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Manage projects - timelines, resources, and budgets to ensure the successful execution of automation initiatives.
Technology
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Research and evaluate emerging technologies and tools in the automation space to keep the company at the forefront of innovation.
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Collaborate with the IT department to ensure the successful integration and implementation of automation tools and systems.
Performance
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Establish and track key performance indicators (KPIs) for efficiency and automation initiatives, ensuring they deliver the desired results and contribute to the company's growth.
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Track the ROI of from effects of your actions.
Change Management
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Oversee change management initiatives related to automation, ensuring that employees are equipped with the necessary skills and knowledge to adapt to new processes and tools.
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Collaborate with HR to develop training and development programs that support the company's automation strategy.
Compliance
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Ensure that automation initiatives adhere to relevant industry regulations, standards, and best practices.
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Work with the Legal department to assess and mitigate potential risks associated with automation initiatives.
Qualifications needed
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Proven experience in a technology or automation leadership role, with a proven track record of successfully implementing process improvements and automation initiatives.
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Strong project management skills, with the ability to manage multiple projects simultaneously and meet deadlines.
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In-depth knowledge of automation technologies, tools, and best practices, as well as an understanding of SaaS business models and customer service solutions.
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Excellent interpersonal and communication skills, with the ability to collaborate effectively with stakeholders at all levels of the organization.
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Strong analytical and problem-solving skills, with a keen eye for identifying opportunities for efficiency improvements.
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Common sense and the pursuit of making things efficient and as simple as possible
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Empathy and emotional intelligence - you'll disrupt people's jobs with your action, so you need to know how to do it
Summary
If you are a forward-thinking leader with a passion for driving innovation and have the skills and experience to make a real impact, we would love to hear from you. Join our team and help us take our customer service solutions to new heights!
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Our team reviewed many people against those criteria.
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