BUILD A BETTER CAREER WITH MSC
Serving customers and our community starts with the best people doing their best work. That is precisely what we have created at MSC Industrial Supply Co. We are a leading North American distributor of metalworking and maintenance, repair, and operations (MRO), products and services. We offer more than 2 million products and have over 80 years of experience across dozens of industries. We aim to execute our Built to Make You Better brand promise for all our stakeholders, including our associates.
Requisition ID : 19552
Employment Type : Full Time
Job Category :
Customer Service/Support
Job Grade :
Exempt 16
Work Location :
Davidson, NC (CSC) (Looking for candidates who champion innovation and empowers customer experience via Automation and AI)
BRIEF POSITION SUMMARY
:
The Customer Experience Process and Automation Lead will support the planning, execution and delivery of enterprise-wide process and automation initiatives aimed at improving customer experience, operational productivity and workflow efficiency. This role serves as the program lead for automation & AI projects across multiple functional areas (Sales, Customer Support, Digital Channels, Service, Back-Office Operations), working closely with customer journey advocates, business stakeholders, technology teams, analytics, process improvement, and change management. The ideal candidate combines strong automation/AI experience, program & change management discipline, and stakeholder engagement skills to deliver business value through scalable automation solutions.
DUTIES AND RESPONSIBILITIES
· Supports lifecycle management of automation: Intake, solution design (with architects and engineers), pilot/proof of concept, rollout, scaling, performance measurement, continuous optimization.
· Analyze current customer experience processes to identify pain points, inefficiencies, and areas for improvement.
· Manage the CX Productivity, Automation, & AI program roadmap: identify opportunities, prioritize initiatives, set timelines, budgets and KPIs aligned with CX & productivity goals.
· Lead cross-functional teams in the design and documentation of streamlined customer experience workflows.
· Supports and Collaborate with cross-functional teams (business, IT, customer service, operations, analytics, vendors) to implement and deliver automation projects: RPA/IPA, workflow orchestration, conversational AI/chatbots, self-service portals, process mining insights.
· Develop and implement automation strategies using tools such as RPA (Robotic Process Automation), AI-powered chatbots, and workflow automation platforms.
· Act as the primary interface to stakeholders: gather requirements, align objectives, manage expectations, escalate when needed, reports progress to senior leadership.
· Establishes training and support for commercialization of any projects deployed to support Customer Experience.
· Support change management and adoption: ensure end-users and operations are prepared for automation deployments, build training/enablement plans, define new processes and owner handoffs.
· Monitor program metrics including effectiveness, automation, budget, cost savings, productivity gains, customer experience improvements, adoption metrics, automation throughput.
· Champion a culture of continuous improvement and innovation within the customer experience organization.
· Stay current with emerging technologies and best practices in customer experience and process automation.
· Fosters the MSC Culture in the department and throughout the company to ensure fulfillment of MSC's vision and unity of purpose.
· Participation in special projects and performs additional duties as required
QUALIFICATIONS What You Need
:
· Bachelor's degree in business, Computer Science, Supply Chain, Engineering or related field (or equivalent experience). · Minimum of three years of program management experience or relevant project work required. · Demonstrated experience managing automation or AI-enabled programs (e.g., RPA, conversational AI, self-service bots, workflow automation) and delivering measurable business outcomes. · Ability to lead multiple concurrent projects, preferably in automation, AI, digital transformation or operations improvement. · Strong program management skills: ability to define scope, schedule, budget, risks, dependencies; track milestones; drive to completion. · Excellent stakeholder management and communication skills: able to engage senior leadership, business owners, IT, vendors; translate business needs into technical solutions and vice versa. · Proven ability to work cross-functionally and influence without direct authority; strong facilitation and collaboration capabilities. · Strong analytical mindset: comfortable working with data, metrics, benefits realization, ROI calculation; able to use process mapping, process mining, or similar techniques. · Change management or adoption experience: ensuring new automation is adopted, embedded into operations, hand-off to business owners. · Comfortably working in an Agile environment, managing ambiguity, setting priorities and driving through complexity. · Strong acumen for business systems and technology and ability to relate such technologies to business process is required. · Proficient in interpreting customer intersection data, NPS/CSAT tends and automation performance metrics to guide program strategy. · Project Management Expertise in managing complex, cross-functional programs using Agile and Scrum methodologies. · Strong AI and Machine Learning Literacy as it relates to Agentic AI concepts, generative AI, and automation technologies (e.g., RPA, LLM orchestration). · Ability to translate business needs into technical requirements; familiarity with APIs, data pipelines, and cloud platforms. · Skilled in influencing and aligning diverse teams including engineering, product, and operations. · Experience driving adoption of new technologies and processes across enterprise environments. Other Requirements: · A valid driver's license may be required. · Position requires up to 50% of travel · This position may require access to International Traffic in Arms Regulations Information (“ITAR”) and/or Controlled Unclassified Information (“CUI”)
INDICATES ESSENTIAL DUTIES
To perform this job successfully an associate must be able to perform each essential duty satisfactorily. The requirements listed are representative of knowledge, experience level and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.
Compensation starting at $72000 - $105000 depending on experience.
The salary range represented is based on similar roles in comparable industries, and the cost of labor in respective cities. Actual compensation is based on the candidate’s relevant experience, education requirements and peer pay equity. The Company reserves the right to modify the range as market conditions change.
Applicants must be currently authorized to work in the United States. We are unable to sponsor or take over sponsorship of an employment Visa for this position at this time.
This job posting will remain open for a minimum of 7 business days from the original posting date or longer as needed to fill the position.
WHY MSC?
People. Collaboration. Insight. That's how you build something that works. Built on a foundation of trust, MSC works side by side with our customers to help them drive business results. With more than one million product offerings and 80+ years of experience across industries, MSC strives to help our customers achieve greater productivity, profitability, and growth through inventory management and other innovative supply chain solutions. We care about our associates and have programs in place to help our 6,500+ team members achieve their potential.
OUR COMMITMENT TO YOU
Our associates are our top priority and investing in their well-being is one way we execute our Built to Make You Better brand promise. Alongside competitive pay, we have a comprehensive benefits program to support you and your family's health, well-being and financial future. We offer dynamic healthcare plans, generous 401K and stock purchasing programs, tuition reimbursement opportunities, and paid time away for holidays, vacations, and illness. Visit our page for a better look at our extensive benefits: Your Future Benefits.
You will also have the opportunity to join our Associate Inclusion Circles: Women, Pride, Black, Generational, Veterans, HOLA, and Able. These circles are open to all associates and are designed to promote awareness, collaboration, and respect.
EQUAL EMPLOYMENT OPPORTUNITY STATEMENT
At MSC, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all qualified applicants and our associates without regard to race, color, religion, age, sex, national origin, disability, protected veteran status, sexual orientation or any category protected by applicable law. Accommodation requests can be made at any stage of the recruitment process; applicants are asked to make their needs/requirements known.
