Process & Automation Manager

Take the lead in automation initiatives to improve customer experience and increase efficiency in the customer service channel.

Analyze and identify automation opportunities

As Process and Automation Manager you will be reporting to the Director & Head of Commercial Management and take the lead in automation initiatives. As such, you will analyze and identify automation opportunities, developing roadmaps and solutions, and implementing and following up on initiatives to enhance customer service efficiency and experience. More specifically, you will collect and analyze data to detect patterns and trends that would benefit from automation as well as creating detailed descriptions of automation initiatives, outlining goals, scope, required resources, and expected outcomes. Additionally, you will in close collaboration with the Product Manager, play a key role in translating commercial concepts into requirement specifications and user stories for IT, supporting the development of new products, product migrations, campaigns, and other initiatives. You will also provide essential product support to sales channels, offering guidance on features, rules, and product training to ensure smooth operations and alignment across teams. Finally, this role requires you to bridge the gap between Customer Service and IT, working closely with both teams to ensure seamless implementation, execution, and evaluation of automation projects.

Strong process and automation professional with profound analytical abilities

To succeed in this role, you should have vast experience in process optimization and automation, ideally within customer service, providing you with a well-equipped toolbox to analyze and understand business needs and translating them into actionable solutions aligned with the overall business strategy. Experience with cross-functional projects, particularly in IT, process, and legal, is also essential. We expect you to be fluent in written and spoken English and Danish.

You bring a customer-focused mindset, dedicated to delivering an exceptional customer experience, along with a proactive, solution-oriented approach. You’re comfortable working both independently and collaboratively, and you approach tasks in a structured, analytical, and organized way, maintaining a clear overview. Strong stakeholder management skills are important, as you’ll engage effectively with small teams and the wider organization. Additionally, you are data-driven and adept at conveying complex information across all levels of the organization.

Important role in an exciting growth scenario

This is your chance to embark upon an exciting growth journey and join Falck’s expanding Commercial B2C division in Falck Direct Care. The recruitment process is carried out by Venaris Executive Search. For more information regarding the position, please reach out to Sr. Executive Search Consultant, Lars Nordlund Bidstrup, on +45 3123 3018. All requests will be handled confidentially. If this position is for you, do not hesitate to apply by uploading your CV - it is not necessary to include a cover letter.

Falck

Falck is a global healthcare company with an array of healthcare services designed to supplement and support established healthcare systems as a partner. Falck’s preventive, acute, and rehabilitative healthcare services are delivered on long-term contracts, subscriptions, and pay-by-use to a broad range of customer segments. Through varied offers of healthcare and emergency health and safety services, Falck has made it their responsibility to help even more people around the world live healthy lives. Today, Falck operates on a global scale, employing more than 25,000 people in 26 countries.