Director, Automation

Warner Music Group

5d•Remote

About The Position

The Automation Director is a critical member of Warner Music Group's Worldwide Business Operations team. Reporting to the head of Global Operations, this role is responsible for managing automation initiatives in collaboration with the Tech team and external partners. WMG GBS is aggressively pursuing automation opportunities, including Robotics Process Automation, Artificial Intelligence, Low-code, No-code Workflow and Ticketing applications. This role will shape the strategy while also being responsible for supporting existing automation tools and applications. The ideal candidate will have strong project management and communication skills, while being a tech savvy business person. The role will interact with multiple collaborators including GBS process owners, Tech, business partners, and the GBS delivery teams.

Requirements

Bachelor’s Degree in Information Systems, Computer Science, Engineering, Business, Finance or related field
7-10 years of experience
Ability to manage resources outside of your control
Project Management experience
Customer service mindset
Technology background with deep experience in delivering automation and process improvement projects for the business in a global finance environment, including:
Extensive expertise and practical background with Robotic Process Automation (RPA) and AI tools/workflows to drive process efficiency and enhance business intelligence
Customer Relationship Management (CRM)
Business Process management (BPM) knowledge and experience in business analytics
Experience with AI/RPA implementations from initial design to implementation
Experience with CRM (ticketing system) functionality, including call center or comparable implementation
Ability to communicate effectively with executive audiences

Nice To Haves

Experience in a shared services environment
Experience with Google / Vertex AI suite of RPA/AI/agentic tools
Experience with S/4HANA and/or SAP or similar ERP environments
Familiarity with Pega Customer Service
Music industry experience a plus

Responsibilities

Working with the VP responsible for worldwide operations and the SVP, Head of GBS, define the strategy for automation across RPA, AI, and low/no-code platforms
Manage the deployment of automation and other enabling tech initiatives according to timeline, budget, and business needs.
Provide governance committees and leadership with access to project progress and outcomes.
Working with peers, assure that automation and technological projects include strategies to adopt new policies, procedures, technology, and processes. Also, ensure documentation and training materials reflect any process changes.
Monitor outcomes related to automation alongside supporting technology projects, assuring standardization of implementation across the organization, iterating when necessary to achieve required outcomes
Maintain and update Pega and other platforms managed by GBS