Senior AI Service Automation Manager

Who we are: BAL is a team of brilliant people who change lives through elite immigration work and collaborative innovation. We pursue the exceptional in all that we do, but never at the expense of our values. There’s no denying our work is demanding, both in volume and pace, but we’re up for the challenge. We love the balance of hard work and fun – so, you’ll see us in jeans as we shatter glass ceilings and conventional stereotypes. BAL employees feel valued, rewarded, and respected. We seek opportunities to be of service to others and our communities. We are committed to your growth and development, and want to set you up for success here at BAL and beyond.

Who you are: You are looking for work that has a purpose. You aren’t afraid to roll up your sleeves and get stuff done. You learn quickly. You move fast. You embrace challenge and detail as well as creative thinking. You believe you have something unique to contribute and you aren’t afraid to raise your hand. You understand that powering human achievement is ultimately about impacting a real person. You are looking for a place to grow and an environment where everyone has a spot and is genuinely welcome.

We’re better together: A bright, driven person like you and an industry-leading powerhouse like BAL? It’s a perfect combination! We truly want to see you succeed here and become an integral part of our mission to provide an experience that makes a positive difference in people’s lives. Come be a part of something special, where you can have an impact and be valued just for being you!

In addition to competitive pay, a discretionary annual bonus, and a supportive, team oriented culture, we offer an outstanding benefits package that includes medical, dental, vision, disability, and life insurance, sick time, unlimited vacation, and 401(k) with company match.

OVERVIEW:

The Senior AI Automation Manager will lead the strategy, development, and governance of AI-powered automation solutions while managing both RPA and AI teams. This role requires a strong balance of leadership and technical expertise in AI technologies, RPA, machine learning, and process optimization to drive business transformation and operational efficiency. The manager will evaluate current automation implementations, align AI automation with business goals, and develop a strategic roadmap to enhance automation efforts. This role will collaborate with business leaders, IT executives, and key stakeholders to design and deliver scalable, AI-driven automation solutions that provide measurable business impact. Additionally, this leader will oversee the ServiceNow automation team to ensure seamless integration of AI-powered solutions for enhanced service delivery.

PRIMARY RESPONSIBILITIES:

• Define and execute a strategic AI automation roadmap that supports broader business transformation goals, improving efficiency, reducing costs, and enhancing service delivery.
• Evaluate current automation implementations (RPA, AI, ServiceNow) to assess effectiveness, identify gaps, and recommend AI-driven strategies that impact business KPIs and revenue.
• Expand AI capabilities beyond automation, incorporating predictive analytics, generative AI, and intelligent decision-making systems to drive additional business value.
• Lead the end-to-end lifecycle of AI automation and RPA projects, including AI model development, process optimization, deployment, and continuous improvement.
• Collaborate with executive stakeholders to identify and prioritize AI-driven automation opportunities that align with business objectives.
• Oversee the design and integration of AI-powered solutions with enterprise applications and workflows.
• Ensure all automation solutions comply with IT policies, security standards, and regulatory requirements specific to the industry.
• Manage and mentor teams of AI specialists, RPA developers, and ServiceNow engineers, fostering a high-performance, collaborative environment.
• Establish and track key business performance indicators (KPIs) to measure the success and ROI of AI-powered automation initiatives.
• Stay ahead of emerging AI trends, including machine learning, natural language processing (NLP), and generative AI, and apply these advancements to improve automation capabilities.
• Lead AI-driven automation initiatives within ServiceNow, focusing on integrating AI models with workflow automation to improve operational efficiency.
• Drive change management and user adoption strategies, ensuring successful implementation and scaling of AI-driven automation solutions.

QUALIFICATIONS:

• Bachelor’s degree in Computer Science, Artificial Intelligence, Information Technology, Business, or a related field.
• 5+ years of experience in AI automation, digital transformation, or IT process improvement, with 3-5 years in a leadership role managing teams focused on AI-driven automation, RPA, and ServiceNow.
• Proven experience leading AI strategy and business transformation efforts, influencing key stakeholders at an executive level.
• Hands-on experience with RPA tools such as UiPath, Automation Anywhere, or Blue Prism, combined with AI/ML technologies (e.g., machine learning algorithms, NLP, deep learning, predictive analytics).
• Strong understanding of AI-driven decision-making, generative AI, and advanced automation methodologies.
• Experience with scripting languages (Python, Java, .NET) and AI tools/libraries (e.g., TensorFlow, PyTorch, Scikit-learn) is a plus.
• Strong knowledge of AI governance, risk management, and ethical AI principles.
• Track record of scaling AI automation solutions, optimizing performance, and achieving measurable business outcomes.

WORKING CONDITIONS:

• Able to sit and work at a computer keyboard for extended periods of time.
• Able to stoop, kneel, bend at the waist and reach on a daily basis.
• Able to perform general office administrative activities: copying, filing, delivering and using the telephone.
• Able to lift and move up to 25 pounds occasionally.
• Regular and on-time attendance.
• Must be able to prioritized, schedule and complete testing required for multiple applications with overlapping schedules.
• A certain degree of creativity and flexibility is required.
• Hours may exceed 40 hours per week.
• Occasional travel by conventional means including aircraft, motor vehicle and the like within the region and to other locations as required.

Note: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required and are not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with this job.

Berry Appleman & Leiden is an Equal Opportunity Employer. It is the policy of BAL to ensure an equal employment opportunity without discrimination or harassment on the basis of race, color, national origin, religion, gender, gender identity or expression, age, disability, alienage or citizenship status, marital status, creed, genetic predisposition or carrier status, sexual orientation or any other characteristic protected by law. BAL prohibits and will not tolerate any such discrimination or harassment.

BAL does not accept unsolicited resumes from recruiters or employment agencies. BAL is under no obligation to pay any referral compensation or recruiter fee in the absence of a current executed Recruitment Services Agreement. In the event a recruiter or agency submits an unsolicited resume or candidate without an agreement, BAL reserves the right to pursue and hire said candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, shall be deemed the property of BAL. If your agency would like to be considered as a potential recruiting partner, please forward your contact information to Recruitment@BAL.com.