Sr. AI Automation Strategy Manager

About Us:

Automation Anywhere is a leader in AI-powered process automation that puts AI to work across organizations. The company’s Automation Success Platform is powered with specialized AI, generative AI and offers process discovery, RPA, end-to-end process orchestration, document processing, and analytics, with a security and governance-first approach. Automation Anywhere empowers organizations worldwide to unleash productivity gains, drive innovation, improve customer service and accelerate business growth. The company is guided by its vision to fuel the future of work by unleashing human potential through AI-powered automation. Learn more at www.automationanywhere.com

Our opportunity:

Join us as a driving force behind the future of customer support. We’re looking for an innovative, strategic leader to own and evolve our Support Agentic Solution—an integral part of our Help Center experience. As a pioneer in Agentic Process Automation (APA), we’re redefining how support is delivered through intelligent, AI-powered systems. In this role, you’ll lead the design and implementation of cutting-edge solutions that empower customers to seamlessly self-serve, get help faster, and connect with support when it matters most. You’ll shape and execute a bold roadmap, harnessing Generative AI (GenAI) technologies to transform every layer of the support journey—from personalized chat experiences to intelligent automation that anticipates customer needs.

Who you’ll report to:

You will report to a Leader on our Customer Support Team

Location: 

Remote role - ability to work within any U.S time zone

You will make an impact by being responsible for:

• Defining and executing the product vision, strategy, and roadmap for Support Center transformation initiatives, aligning with business goals and market trends
• Leading cross-functional teams through the full product lifecycle, from ideation to launch and ongoing optimization
• Driving the development and integration of AI and ML-powered solutions—including intelligent routing, automated workflows, sentiment analysis, and predictive capabilities—to enhance agent experiences and operational efficiency
• Conducting market research, competitive analysis, and customer interviews to inform data-driven product decisions and prioritize features based on business impact, customer needs, and technical feasibility
• Collaborating with stakeholders across lines of business to gather requirements, ensure alignment, and deliver scalable, secure, and resilient contact center solutions
• Monitoring product performance using analytics to continuously improve key metrics such as handle time, first contact resolution, and customer satisfaction
• Managing relationships with key technology partners and vendors to support innovation and execution in the contact center ecosystem

You will be a great fit if you have: 

• Bachelor’s degree in Business, Computer Science, or related field (MBA a plus)
• 10+ years of experience in product or program management, ideally in customer service or automation
• 2+ years in a customer support or technical support role, preferably in a fast-paced SaaS environment
• Solid knowledge of AI/ML technologies and how they apply to customer support
• Hands-on experience fine-tuning AI models using Python
• Proven ability to lead cross-functional teams and manage end-to-end product lifecycles
• Skilled in market research and customer interviews to shape product direction

You excel in these key competencies: 

• Strategic Thinking – Ability to define and execute a forward-looking vision aligned with business goals and market trends
• Cross-functional Leadership – Skilled in leading and aligning diverse teams across functions to drive product success
• Communication & Collaboration – Strong interpersonal skills to clearly convey ideas, gather input, and build consensus with internal and external stakeholders
• Customer-Centric Mindset – Deep focus on understanding customer needs and improving the end-to-end support experience
• Adaptability & Problem-Solving – Comfortable navigating complexity, responding to change, and resolving challenges in a dynamic environment

The base salary range for this position in California, New York, and Washington is $160,000 – $175,000 and outside of those locations is $150,000 – $165,000 a year. The base salary ultimately offered is determined through a review of education, industry experience, training, knowledge, skills, abilities of the applicant in alignment with market data and other factors. This position is also eligible for a discretionary bonus, equity and a full range of medical and other benefits.

Ready to Revolutionize Work? Join Us.

This is an opportunity to work with a global, passionate team pioneering technology that’s redefining the way people work, everywhere.  Join us and discover the many ways that you can have an impact, achieve your potential, and go be great.

Job Segment OR Key Words: SaaS, Customer Support, Technical Support, Program Management, AI/ML, Agentic Process Automation (APA)

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Benefits and perks you’ll appreciate:

• Flexible work schedule / remote roles
• Unlimited Personal Time Off
• 12 holidays off per year
• 4 days volunteer time off per year
• 4 company “Achievement” days off per year
• Variety of health care and well-being benefits
• Paid family/parental leave
• We are a designated “Best Place to Work” for 2 years in a row! Learn more here
• Newsweek’s Top 100 Most Loved Workplaces in America 2023 – Learn more here