AI & Automation Lead, Customer Operations

What you get to do every day

• Identify and deeply understand friction points across Customer Operations, and translate them into actionable AI and automation opportunities
• Evaluate existing internal tools and systems to unlock underutilized capabilities and propose new, high-impact use cases
• Assess, vet, and recommend external AI technologies; determine whether to buy, build, or adapt
• Lead end-to-end execution of AI-driven initiatives—from concept through deployment and iteration
• Drive large-scale transformation projects that improve operational efficiency, scalability, and customer outcomes with formal cross-functional tiger teams to validate use cases before scaling
• Partner cross-functionally with Engineering, Product, Data, and AI teams to deliver solutions quickly and effectively
• Collaborate with L&D team to build and deploy enablement programs to support team skill building and adoption
• Prioritize and manage multiple initiatives simultaneously, balancing speed with quality and impact
• Establish clear success metrics and ensure initiatives deliver measurable business value and customer outcomes (TTV, adoption, escalation reduction, etc.)
• Surface gaps and opportunities proactively, and independently drive them to resolution

What you bring to the role

• 2+ years of professional experience in a technical, operations, or strategy role
• Experience in customer success or implementation is preferred
• Engineering, computer science, or coding background preferred
• Demonstrated ability to take ideas from concept to execution with minimal oversight
• Strong project management skills with a track record of delivering complex initiatives
• Comfort operating in ambiguous environments with competing priorities
• Outcomes-oriented mindset with a bias toward action and accountability
• High level of intellectual curiosity and a willingness to rapidly learn new tools and technologies
• Ability to work cross-functionally and influence/hold accountability without direct authority
• Transparent communication style with strong follow-through
• Proven ability to “dream it and do it”—balancing vision with practical execution

What sets you apart

• Experience applying automation in an operations environment
• Familiarity with modern AI tooling (LLMs, workflow automation, APIs, etc.)
• Strong systems thinking and process optimization mindset
• Experience evaluating and implementing third-party tools vs. building in-house solutions