Workflow Automation Lead

Responsibilities

The Workflow Automation Lead is an individual contributor within the Process Optimization team, supporting the design, build, and optimization of workflow solutions alongside adjacent automation tools. Reporting to the Automation Product Manager, this role translates business needs into scalable workflow solutions, partners with cross-functional stakeholders, and supports measurable business outcomes that improve efficiency, quality, and the overall client and team member experience.

• Support delivery of business value through workflow solutions
• Help define clear goals, success metrics, and benefit tracking for assigned initiatives
• Ensure solutions deliver measurable improvements (e.g., efficiency, cycle time, revenue generation, quality, experience)
• Provide regular updates on progress, risks, and outcomes against agreed-upon metrics
• Enable workflow initiatives by helping clarify requirements, document decisions, track dependencies, and keep assigned work moving forward
• Contribute to continuous improvement by identifying practical opportunities to simplify processes, reduce friction, and improve user experience
• Translate business needs into workflow solution requirements and delivery plans leveraging workflow, CRM, and automation tools
• Partner with Process Optimization to identify inefficiencies, handoffs, and automation opportunities
• Ensure solutions are scalable, secure, and aligned with enterprise architecture
• Intake, Prioritization & Execution Support demand intake and prioritization for workflow solutions in partnership with the Automation Product Manager
• Balance quick wins with strategic initiatives
• Support agile delivery activities from concept through deployment
• Contribute to workflow strategy by identifying opportunities to complement automation and AI with scalable solutions that enhance internal operations as well as sales and service journeys
• Collaborate with IT, Architecture, and Automation COEs to align tools and standards
• Evaluate new platform features and capabilities for business value
• Partner with Sales, Service, Operations, Technology, and Enablement stakeholders to understand needs and support solution delivery
• Communicate assigned work, dependencies, risks, and value realization clearly to stakeholders and leadership
• Ensure solutions deliver measurable outcomes (cycle time, capacity, experience)

Qualifications

• 5+ years of experience supporting or delivering CRM, workflow platform, or automation solutions
• Experience supporting cross-functional delivery efforts or workflow initiatives preferred
• Strong experience translating business needs into technical solutions
• Demonstrated ability to support measurable outcomes, track progress, and manage work to defined metrics