AI Workflow Automation Manager

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. 

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.  

We are seeking an experienced AI Workflow Automation Manager to lead the design, implementation, and optimization of AI-driven automation solutions across the organization. This role is responsible for identifying automation opportunities, managing automation programs, and ensuring solutions deliver measurable operational and business value.

The successful candidate will combine leadership, process improvement, and AI expertise to drive efficiency, scalability, and innovation across multiple business functions.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

Key Responsibilities:

Automation Strategy & Leadership

• Lead the organization's AI workflow automation initiatives.
• Develop and execute automation strategies aligned with business objectives.
• Identify opportunities to improve efficiency through AI-powered automation.
• Prioritize automation projects and initiatives.
• Establish automation governance and delivery standards.

Workflow Design & Optimization

• Drive the development of scalable and effective automation solutions.
• Analyze business processes and identify optimization opportunities.
• Design AI-powered workflow solutions.
• Support automation architecture and solution design activities.
• Ensure workflows are scalable, maintainable, and efficient.

Program & Stakeholder Management

• Manage automation initiatives from concept through implementation.
• Collaborate with business leaders and technical teams.
• Manage project timelines, budgets, and deliverables.
• Communicate progress, risks, and outcomes to stakeholders.
• Support change management and adoption efforts.

Performance Management & Reporting

• Measure and optimize automation effectiveness.
• Define automation success metrics and KPIs.
• Monitor operational and business outcomes.
• Develop reports and performance dashboards.
• Identify opportunities for continuous improvement.

Innovation & Continuous Improvement

• Drive automation maturity and innovation.
• Evaluate emerging AI and automation technologies.
• Recommend new solutions and capabilities.
• Promote automation best practices across the organization.
• Support organizational transformation initiatives.

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

• Bachelor's Degree in Business, Operations Management, Information Systems, Engineering, Technology, or a related field.
• Minimum 4 years of experience in automation, process improvement, operations management, or technology delivery.
• Experience leading automation or digital transformation initiatives.
• Strong understanding of workflow design and process optimization methodologies.
• Experience managing cross-functional projects and programs.
• Knowledge of AI, automation, and workflow technologies.
• Strong leadership and people management capabilities.
• Excellent stakeholder engagement and communication skills.
• Strong analytical and problem-solving abilities.
• Experience developing business cases and ROI assessments.
• Ability to manage competing priorities and deadlines.
• Strong organizational and project management skills.

Nice to Have

• Experience with AI workflow automation platforms.
• Experience managing RPA or intelligent automation initiatives.
• Knowledge of Generative AI and AI agent technologies.
• Project Management certification (PMP, Prince2, Agile, etc.).
• Experience in large enterprise environments.
• Exposure to process mining methodologies.
• Knowledge of change management practices.
• Experience leading transformation programs.

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

All MCI Locations

• Must be authorized to work in the country where the job is based.

Subject to the program and location of the position

• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint.  Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening.  Job offers are contingent on drug screening results. (Does not apply in Canada)

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community.  All aspects of employment at MCI are based solely on a person's merit and qualifications.  MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.  MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these characteristics.  We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services.

In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa’s Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI’s subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines.

Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: MCI BPO, MCI BPOaaS, MarketForce,  GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua, EastWest BPO, TeleTechnology, and Vinculum.

The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job.  You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.

The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.