# AI & Automation Lead, Customer Operations

**Company:** [AlertMedia](https://hotfix.jobs/companies/alertmedia)
**Location:** Austin, TX
**Role:** Other
**Experience:** 2+ years
**Skills:** AI, Automation, LLMs, Workflow Automation, APIs, Project Management
**Posted:** 2026-07-21

> Lead the identification, implementation, and scaling of AI and automation solutions to improve efficiency and customer outcomes in Customer Operations. Requires 2+ years experience, technical fluency, and the ability to drive initiatives from concept to execution with minimal oversight.

## Job Description

## 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

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