The Automation Solutions Manager is a forward-thinking strategist responsible for identifying, designing, and implementing next-generation technologies and processes to elevate the customer journey. This role bridges the gap between customer insights and cutting-edge technology—with a heavy focus on leveraging Artificial Intelligence (AI), automation, machine learning, and conversational tools to reduce customer friction, optimize operational efficiency and generate revenue.
The ideal candidate is deeply curious about emerging tech, possesses a strong understanding of human-centered design, and knows how to translate complex data into seamless, empathetic customer interactions.
Requirements:
- Lead the discovery, pilot testing, and implementation of emerging CX technologies (e.g., Conversational AI chatbots, Generative AI for customer service, predictive routing, and value plus program).
- Partner with IT and Product teams to ensure seamless integration of AI tools into existing CRM and contact center infrastructure.
- Deploy predictive AI and machine learning models to analyze customer behavior in real-time, delivering personalized product recommendations, upsell offers, and cross-sell opportunities during digital and automated interactions.
- Journey Mapping & Experience Design
- Analyze the end-to-end customer journey to identify friction points, drop-off areas, and opportunities for digital-first intervention.
- Design conversational flows, omnichannel routing strategies, and automated touchpoints that feel personalized, natural, and aligned with the brand voice.
- Champion human-centered design principles, ensuring that while technology drives efficiency, the customer experience remains empathetic and high-touch.
- Define, track, and report on key performance indicators (KPIs) for CX innovation initiatives (e.g., AI containment rates, Customer Effort Score (CES), CSAT, and handling time reductions).
- Utilize speech, text, and predictive analytics to uncover root causes of customer pain points and iteratively improve AI models and automated workflows.
- Identify opportunities to position value-added services or up-selling opportunities seamlessly within digital self-service channels and automated customer portals.
- Cross-Functional Collaboration & Change Management
- Act as the internal evangelist for CX innovation, collaborating closely with Operations, Marketing, Product, and IT to align technology roadmaps with business goals.
- Manage vendor relationships with external AI and CX technology providers, ensuring accountability and continuous feature delivery.
- Guide frontline customer service teams through change management as new AI tools and automated processes are rolled out.
- Partner with sales and operations to equip human frontline agents with AI-driven "next-best-action" cues that prompt timely, context-aware upselling and cross-selling during service interactions.
What Success Looks Like in This Role:
- Higher Efficiency, Lower Effort: You successfully launch AI tools that drop customer effort scores while significantly reducing manual handling times for routine queries.
- Seamless Escalation: When an AI tool handles a customer, it does so flawlessly. If it fails, it transitions the customer to a human agent with full context so the customer never has to repeat themselves.
- Future-Proofed CX: The organization stays ahead of market trends, continually adopting tools that keep the business competitive and customer-centric.
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Req Benefits:
- Comprehensive insurance coverage starting on your first day of employment, including medical, dental, and vision
- Generous 401(k) with company match
- Paid time off and holidays
- Opportunity to participate in incentive programs for all full-time employees
- Family planning benefits including paid parental leave, fertility coverage, adoption and surrogacy assistance
- Education reimbursement opportunities
- Scholarship program for children of Brady employees
- A variety of Employee Resource Groups to provide you with unique networking, development, and volunteer opportunities
- Employee Assistance Program and related wellness programs (mental and behavioral health, family counseling, financial management)
- Dress-for-your-day dress code
- Charitable contributions matched through Brady's Matching Gift program
Additional Details :
Who we are:
When hospitals, schools, hotels, and even music festivals need to identify the people coming through their doors, they rely on PDC's expertise and solutions. As part of Brady Corporation's global portfolio of brands, PDC is a leader in identification solutions serving healthcare, government, education, entertainment and hospitality. PDC's breadth of products, from patient identification to music festival wristbands, are an integral part of Brady's identification solutions. But PDC's products and solutions are just one element of the Brady story.
From the depths of the ocean to outer space, from the factory floor to the delivery room - Brady is just about everywhere you look. Companies around the world trust us because of our deep expertise and knowledge across a wide range of industries and applications - powered by our world-class manufacturing capabilities.
We have a diverse customer base in industries including electronics, telecommunications, manufacturing, electrical, construction, healthcare, aerospace and more. As of July 31, 2025, Brady employed approximately 6,400 people in our worldwide businesses. Our fiscal 2025 sales were approximately $1.51 billion. Brady stock trades on the New York Stock Exchange under the symbol BRC. You can learn more about us at www.bradycorp.com.
Why work at Brady:
A career at Brady means working for a global company that has thrived for over 100 years, and whose innovative spirit drives our future growth. And as a member of the PDC team, you'll get to represent a company with unique brand recognition across several industries. Brady offers competitive pay and great benefits, supported by a culture that encourages collaboration and innovation. We strive to foster an inclusive workplace where diverse talent can learn, grow, and succeed. And with deeply rooted values, no matter where you work at Brady, you'll feel connected to the community through our charitable contributions and opportunities to give back.
Our headquarters are in Milwaukee, Wisconsin, but we have more than 70 locations globally, giving our employees the opportunity to work with colleagues around the world.
What You Need To Be Successful
- Experience: 3–5 years in Management, Healthcare Supply Chain, Sales Operations
- Technical Savvy: Expert-level Excel skills (VLOOKUP, Power Query, Macros). Familiarity with SAP, Salesforce, or Tableau is highly preferred.
- Industry Knowledge: Understanding of Group Purchasing Organizations (GPOs) like Vizient, Premier, or HealthTrust helpful.
- Analytical Mindset: Ability to look at a list of hardware (e.g., Zebra ZD510) and immediately identify the correct media specs required.
- Communication: Ability to translate complex data into a simple "Buy This, Save This" narrative for hospital executives.
