Process Optimization and Automation Lead
We believe the Process Optimization and Automation Lead possesses highly developed problem solving capabilities, deep functional and organizational awareness, and sound business judgment. In this role, you will identify, design, and drive cross functional improvements that increase efficiency, reduce operational friction, and elevate service quality across the Liveops ecosystem. You will lead efforts to optimize processes, implement automation and AI powered solutions, and ensure long-term adoption of improvements that strengthen scalability and service excellence.
The Purpose of Your Role
You will partner with leaders, teams, and operational stakeholders across Liveops to evaluate existing workflows, identify opportunities for optimization, and implement practical, durable solutions. This includes uncovering automation candidates, applying AI tools where appropriate, driving continuous improvement, and ensuring successful long-term adoption by the business. You will serve as both strategist and hands-on executor - bridging business needs, process design, AI/automation technology, and change management.
The Qualifications We’re Looking For
- 7+ years of experience in process optimization, operational excellence, business transformation, automation, or similarly scoped roles
- Strong experience evaluating and redesigning workflows to reduce friction, improve quality, and increase scalability
- Experience implementing automation (RPA, low/no-code workflows, AI Agents such as Copilot Agents, or similar tools)
- Familiarity with AI/LLM-driven tools, including real-world usage or implementation; Machine Learning or LLM experience is a plus
- Demonstrated experience leading cross-functional projects, including intake, prioritization, requirements gathering, design, and rollout \
- Experience influencing executives and providing clear, concise, high-value updates
- Strong ability to translate technical concepts into business language and vice versa
- Excellent interviewing, discovery, and documentation skills; ability to quickly understand how different teams operate
- Strong change management experience; proven ability to ensure adoption and sustainment of new processes
- Exceptional written and verbal communication skills
- Comfortable working in ambiguous environments and proactively defining structure where needed
- Bachelor’s degree in Business, Operations, Engineering, Technology, or a related field (or equivalent experience)
- Lean Six Sigma, process improvement, or automation certifications a plus
- Partner with business leaders and operational teams to analyze workflows, identify bottlenecks, and uncover opportunities for simplification, automation, and quality improvement
- Build and maintain a pipeline of optimization opportunities across all business units and client verticals
- Champion and evolve existing framework by transforming early foundations into a structured, mature, and repeatable optimization framework
- Evaluate processes for automation potential (AI Agents, RPA, workflow automation, knowledge automation, etc.) and lead implementation end-to-end
- Serve as the connective tissue across teams—facilitating discovery sessions, conducting interviews, mapping processes, validating insights, and ensuring clarity on root problems
- Lead and manage cross-functional initiatives from scoping through execution, including delivering updates to executives, stakeholders, and impacted teams
- Dive into technical details when necessary—learning platforms, data flows, and operational tools well enough to identify enhancement opportunities
- Develop business cases, success metrics, testing plans, and adoption strategies for process and automation changes
- Drive change management by ensuring teams understand the “why,” are trained appropriately, and remain supported through adoption and long-term sustainment
- Act as an internal advocate for AI-enabled efficiency—educating teams, modeling best practices, and identifying where AI tools can augment human work
- Monitor the operational, quality, and financial impact of implemented changes; iterate when results underperform
- Foster a culture of continuous improvement across Liveops, building repeatable processes, templates, and playbooks
- Navigate ambiguity with confidence—designing structure where none exists and proactively identifying what needs to happen next
- Ability to sit or stand at a desk for extended periods of time while working on a computer.
- Available for virtual meetings in a non-distracted environment.
- Ability to work independently and meet deadlines.
- Ability to work a flexible work schedule when needed that includes days, nights, overnights, weekends, and holidays.
- Up to 10% travel required per year.
Eligibility Requirements: Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas now or in the future.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
Top Skills
What We Do
Liveops, a virtual contact center, solves enterprise customer experience challenges by offering an agile, skilled workforce. This Virtual Flex model reimagines agent engagement and scheduling that attracts a better agent profile equipped to meet the fluctuations in contact volume at scale. Our 20 years of expertise pioneering a virtual model across industries is proven to deliver superior customer experiences, faster program readiness and increased revenue compared with traditional contact centers or other work-from-home models. We relentlessly pursue our mission to improve the lives of agents, our clients and employees.
