Business Process Automation Specialist

U.S. Xpress Enterprises, Inc.•Chattanooga, TN

3d•$54,400 - $68,000•Onsite

About The Position

The Business Process Automation Specialist is embedded within a specific business division and serves as the primary business owner for AI-enabled automated processes, workflows, and intelligent tools. This role oversees, monitors, and continuously improves AI agents and AI-assisted business workflows to improve operational performance, reduce manual effort, and ensure quality outcomes. This is a business-focused role, not an IT or technical AI position. This role owns the business performance, quality, and adoption of assigned automations while partnering with the IT AI Enablement team for technical design, integrations, platform configuration, and major capability changes. Success depends on strong learning agility and the ability to become a Subject Matter Expert (SME) for the assigned division.

Requirements

High school diploma or GED equivalent required
Strong learning agility and the ability to quickly master new tools, processes, and systems
Ability to use operational data, reports, dashboards, and user feedback to identify trends, diagnose issues, and recommend improvements
Ability to document current-state and future-state workflows, business rules, exception paths, and handoff points
Demonstrated ability to take initiative, work independently, and drive improvements from concept to execution
Strong written and verbal communication skills with the ability to document complex processes clearly and communicate across frontline, leadership, technical, and cross-functional teams
Strong analytical, problem-solving, and judgment skills with high attention to detail and the ability to de-escalate issues when needed
Strong skills with Microsoft Office suite
Ability to effectively build rapport/relationships virtually and in person
Adept at assessing organizational dynamics and managing change
Works quickly and efficiently. Able to test solutions, learn, and iterate quickly
Proactive and pragmatic problem solver
Communicates effectively across multiple mediums

Nice To Haves

Bachelor’s degree or equivalent post-high school education and/or work-related experience in Business, Operations, Supply Chain, Logistics, Process Improvement, Information Systems, or related field preferred
Equivalent years of experience are defined as one year of professional experience for each year of college requested
1-3 years of experience in operations, business process support, process improvement, training, workflow management, business applications support, or related role preferred
Experience reviewing operational performance, identifying process gaps, and recommending improvements preferred
Exposure to AI tools, automation platforms, or prompt engineering preferred
Transportation, Logistics, and/or Tech industry experience a plus

Responsibilities

Own the day-to-day performance, quality, adoption, and continuous improvement of assigned AI-enabled processes and workflows within the assigned business division.
Review agent outputs, transcripts, exceptions, failed interactions, and user feedback to identify quality issues and improvement opportunities.
Make approved minor updates to prompts, scripts, workflows, decision rules, and knowledge content within established governance and escalation guidelines.
Deeply learn, document, and improve the division’s end-to-end processes, evolving into the recognized Subject Matter Expert (SME) for both operations and automation.
Partner closely with frontline employees, supervisors, and leaders to identify automation opportunities and eliminate process friction.
Monitor, analyze, and report on automation performance against defined KPIs, using data insights to identify issues, optimize workflows, improve outcomes, and reduce manual effort.
Collaborate with the IT AI enablement team to adopt best practices, understand technical limitations, support escalations, and maintain ownership of division-level solutions.
Train and support team members on how to use, interact with, and provide feedback on automation tools.
Maintain business rules, process documentation, change logs, test scenarios, known issues, and improvement backlogs for assigned automations to support governance, quality, and continuity.
Identify and champion new opportunities to expand automation across the division.
Stay current with internal tools and process automation techniques through continuous learning and experimentation.
Collaborate in-person with all levels of the organization to harness collective intelligence of the workforce.
Attend all in-person meetings and trainings on recent developments, goals, and objectives. Participate in such discussions by offering input and advice.
Regularly engage remotely and in-person with customers and potential customers to establish rapport, open communication, and expectations.