This is a remote position.

Position Title: Senior Manager, Business Process Automation

$110,000 to $150,000 annually DOE

Comprehensive health benefits include - medical, dental, vision, 401k, flexible spending account, paid

sick leave and paid time off, parental leave, quarterly performance bonus, training, career growth and

education reimbursement programs.

At Ziply Fiber, our mission is to elevate the connected lives of our communities every day. We are

delivering the fastest home internet in the Northwest, with a focus on areas traditionally underserved by

mainstream internet companies. And as our state-of-the-art fiber network expands in WA, OR, ID and MT,

so does our need for team members who can help us grow and realize our goals.

We may be building internet, but we are reaching real people. We strive to build relationships and provide

customers and communities with refreshingly great experiences.

We emphasize our values in all our interactions:

Genuinely Caring: Our customers and colleagues are people, and quite possibly our neighbors. We put

ourselves in their shoes and give them our full attention.

Empowering You: We empower our customers to choose the products that best meet their needs, and

we support our employees to implement solutions that elevate the experiences of our customers and

coworkers.

Innovation and Improvement: We always look for ways to make the experiences of our customers –

and each other – better.

Earning Your Trust: We earn trust by communicating simply and transparently as real people, not as a

corporation.

Job Summary

The Technical Business Process Automation Manager will spearhead the development, deployment, and

management of automation initiatives using tools like Robotic Process Automation (RPA), Large

Language Models (LLMs), screen scraping, and AI/ML technologies to optimize workflows in a Fiber ISP

company. This role is critical in reducing operational inefficiencies, enhancing service delivery, and driving

innovation across network management, customer support, billing, and provisioning systems. Must be

hands on, while also being a leader in driving to build a critical support organization to help other IT

organizations and business units support the end customer.

Essential Duties and Responsibilities:

The Essential Duties and Responsibilities listed below are a range of duties performed by the employee

and not intended to reflect all duties performed.

Strategic Automation Planning

Develop and execute a company-wide automation roadmap aligned with business goals,
focusing on high-impact areas (e.g., ERP, Finance, HR, customer onboarding, service
provisioning, billing, and network monitoring).

Identify and prioritize processes for automation using ROI analysis, risk assessment, and
stakeholder input.

Define KPIs to measure automation success (e.g., reduced ticket resolution time, cost
savings, error reduction).

Cross-Functional Collaboration

Partner with Customer Service to deploy automation & resolutions (e.g., troubleshooting
connectivity issues).

Train staff on using automation tools and foster a culture of continuous improvement.

RPA Development: Design, build, and deploy RPA bots (e.g., Power Automate, Automation
Anywhere) to automate repetitive tasks such as:

Service activation and provisioning workflows.

Invoice processing, billing discrepancies, and payment reconciliation.

Data migration between legacy systems (e.g., OSS/BSS platforms).

LLM Integration: Leverage LLMs (e.g., GPT-4, Claude) to:

Develop AI-Enhanced automations (e.g., troubleshooting connectivity issues, billing
inquiries).

Screen Scraping & Data Extraction: Use tools like Selenium, BeautifulSoup, or Puppeteer to:

Extract data from legacy systems without APIs.

Scrape competitor pricing or regulatory updates for market analysis.

AI/ML Integration: Deploy predictive analytics for network outage prevention, bandwidth
optimization, and customer churn prediction.
Team & Vendor Management

Hire, mentor, and manage a team of automation developers, business analysts.

Negotiate contracts with RPA/LLM vendors and oversee tool licensing, updates, and
integrations.

Performs other duties as required to support the business and evolving organization.

Qualifications:

Education: Bachelor’s degree in computer science, Information Technology, or related field.
Master’s preferred.
Experience:

15+ overall professional experience

5+ years in automation roles, with expertise in RPA, scripting (Python, PowerShell), and
AI/ML.

5+ in a manager or lead capacity

Knowledge, Skills, and Abilities:

Technical: RPA tools, Python/Java, APIs, SQL, NLP, OCR, and data analytics.

RPA tools (Automation Anywhere, Power Automate).

Scripting (Python, JavaScript), SQL, APIs, OCR (e.g., ABBYY).

NLP, LLM frameworks (LangChain, Hugging Face).

Data analytics (Tableau, Power BI).

Excellent troubleshooting and analytical skills are required.

Must be thorough and efficient in creating documentation.

Management Skills:

Stakeholder communication, Agile project management, problem-solving.

Ability to communicate effectively, written and verbally, with all levels within an
organization.

Ambitious and goal oriented.

Ability to manage and analyze budgets, estimates and expenses is required.

Ability to work independently and apply sound judgment and reasoning skills to a variety
of situations or work effectively as part of a team.

Ability to multi-task and collaborate effectively with other personnel to meet and work
within critical deadlines.

Strong attention to detail, problem solving and organizational skills.

Ability to adjust to rapidly changing priorities and schedules.

Ability to provide excellent customer service to both internal teams and external
customers.

Excellent time management skills and ability to prioritize.

Work Authorization

Applicants must be currently authorized to work in the US for any employer. Sponsorship is not available

for this position.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to

successfully perform the essential functions of this job. Reasonable accommodation may be made to

enable individuals with disabilities to perform the essential functions.

Essential and marginal functions may require maintaining the physical condition necessary for bending,

stooping, sitting, walking, or standing for prolonged periods of time; most of the time is spent sitting in a

comfortable position with frequent opportunity to move about. The employee must occasionally lift and/or

move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision,

color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment

Work is performed in an office setting with exposure to computer screens and requires extensive use of a

computer, keyboard, mouse, and multi-line telephone system. The work is primarily a modern office

setting.

At all times, Ziply Fiber must be your primary employer. Unless otherwise prohibited by law, employees

may not hold outside employment nor be self-employed without obtaining approval in writing from Ziply

Fiber. In holding outside employment or self-employment, employees should ensure that participation

does not conflict with responsibilities to Ziply Fiber or its business interests.

Diverse Workforce / EEO:

Ziply Fiber is an equal opportunity employer. Ziply Fiber will consider all qualified candidates regardless of

race, color, religion, national origin, gender, age, marital status, sexual orientation, veteran status, and the

presence of a non-job-related handicap or disability or any other legally protected status.

Ziply Fiber requires a pre-employment background check as conditions of employment. Ziply Fiber may

require a pre-employment drug screening.

Ziply Fiber is a drug free workplace.

Senior Manager, Business Process Automation

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